What happens when I lodge a complaint?
There will be some situations where we can solve your problem within a few days, but sometimes things can be a bit more complicated.
However we always aim to sort things out within 30 days. We’ll stay in touch through the process where we can and do our best to explain what we’ve done, and why.
In most cases, we can fix things quickly by just talking about them first, but sometimes you might still want to make a complaint.
Our Complaints Process:
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Listen.
Acknowledge.
Review.
We will issue you a formal acknowledgement letter within 2 days of your complaint being received. This will outline the issues of your concern, the next steps of the process and the person responsible for resolving your complaint.
Once you come to us with a complaint, our sta will listen to your complaint and guide you through our process.
We will reach out to you in your preferred way within 5 days to discuss your complaint. We will review the issue and prepare some options to support resolution.
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