Complaints and Feedback policy

Objective of the policy

As a responsible supplier of Assistive Technology and training we seek to maintain and enhance our reputation of providing you with high quality products and services.We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the way we receive and manage your complaint and feedback. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

  • You are aware of our complaint lodgement and handling processes,
  • Both you and our staff understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information and evidence,
  • We take reasonable steps to actively protect your personal information

Your complaint is considered on its merits considering individual circumstances and needs.

1. Definition of a complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to a service provided by us.

2. How a complaint can be made

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.

3. The information you will need to tell us

When we are investigating your complaint, we will be relying on the information provided by you and the information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation which supports your complaint.

4. Help when making a complaint

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please inform us of this at the time you are lodging your complaint.

5. Recording complaints

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Where a third party was involved, we may be required to speak with them to fully investigate your complaint.

6. Our complaint process

  • We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint and keep you informed of the progress of your complaint throughout our complaint resolution process
  • We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.

Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be able to finalise your complaint.

  • We respond – following our investigation we will notify you of our findings and any actions we may have taken regarding your complaint. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally. You have the right to make enquiries about the current status of your complaint at any time by contacting us.
  • We act – where appropriate we amend our business practices or policies.
  • We record - we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

7. When you complain about one of our employees

If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.

We will also treat our staff member objectively by:

  • informing them of any complaint about their performance,
  • providing them with an opportunity to explain the circumstances,
  • providing them with appropriate support,
  • Updating them on the complaint investigation and the result.

8. Complaints under investigation by a regulator or law enforcement agency

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalisation of their investigation. We will assist any agency with their investigations.

9. Our complaint escalation process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.

If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.

However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint ie: to the NDIS Quality and Safeguards Commission.

10. NDIS Quality and Safeguards Commission

Should you wish to speak to NDIS Quality and Safeguards Commission about your complaint you can contact them in the following ways:

11. Your rights under Australian Consumer Law

You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.