I’m still not happy. How do I appeal?
If you’ve made a complaint and you’re still not happy with the decision we made, you can appeal it.
There is no time limit on when appeals are raised with us. We feel it is important that any issue with our service, conduct, sta and complaint handling be addressed and resolved in a timely manner.
Email or call and advise that you are unhappy with the outcome of your complaint, provide the complaint number and our Quality Assurance Manager will contact you
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Collaborate.
Act.
Communicate.
We will discuss options with you to resolve your complaint. We will seek your ideas on how to resolve your complaint and what you think is most important to the issue.
We will tell you what we will do and how long it will take. We are committed to resolving all complaints within 30 days of getting them.
We will keep you informed of the resolution progress and when actions are completed. You will receive copies of all letters when the resolution is complete.
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