A. How to make a complaint

We always take complaints seriously and will listen to any issues brought to our attention.  If you wish to make a complaint, please follow the procedure outlined below and we will try our best to explain the situation and reach an amicable resolution.

You can raise your complaint to us by contacting us via the “Contact Us” portal located on our website toolbar.  

Please provide us with as much detail as possible about your complaint and include your desired outcome.  If you need assistance describing or sending your complaint, or if you would like to discuss your concerns with us informally first, please feel free to contact us.

B. How we will handle your complaint

We will fully examine any issues that you raise and provide you with an opportunity to explain your case. You should try to make your initial complaint as clear as possible, without omitting any details.

We will ensure that the entire process and details of your complaint are kept confidential.

C. How long will it take?

We will try to resolve your complaint as soon as possible. However, the duration of this process will depend on the nature and complexity of the issues you have raised.

We will acknowledge receipt of your complaint within 5 business days and provide you with an estimate of the likely timeframe.  We shall aim to finalise the matter within 20 business days and will try to update you about the progress of your complaint throughout the process.

D. What action will we take in response?

If we decide that your complaint is justified, we will respond to you by selecting an appropriate course of action. We will always try to match our response to your desired outcome however this may not always be possible, practicable or equitable.

Things we may do include:

• take appropriate steps to rectify the issue you have raised;
• provide you with additional information or advice so that you can understand the situation, why certain events have occurred and the way in which we have dealt with the issue;
• change our procedures if your complaint identifies an issue in the way we are providing our service; or
• meet with you to further discuss the issue and negotiate possible methods to resolve the issue.

E. Still unhappy?

It may not always be possible to resolve a complaint to everyone’s satisfaction and you may want to bring the matter further.

If both parties consent, we will engage with you in an informal mediation to attempt to address any outstanding issues. This process involves informal discussion between you and us, facilitated by an independent third party called a mediator. We hope to clarify the issues and provide possible solutions to satisfy your needs.