Complaints Procedure

Higgins Insulation Pty Ltd (ABN: 50 116 263 702)

Complaints Policy

Purpose:

To investigate all complaints received by the staff of Higgins Insulation Pty Ltd whether verbal, written, implied irrespective of its validity or authenticity.

A Complaint is defined as Any communication to any staff member of Higgins Insulation Pty Ltd where dissatisfaction is expressed by: 

  • Any customer 
  • Non – Higgins Insulation Pty Ltd customers 
  • Authorised third parties of Higgins Insulation Pty Ltd or Non – Higgins Insulation Pty Ltd customers 
  • Also relates to Higgins Insulation Pty Ltd Systems products, services, activities or the complaints handling process itself where a response or resolution is expected, our staff will clarify the complainants expectations. 
  • Communication that is recognised as a complaint under industry codes of conduct. 

Customers Right and Responsibilities

Higgins Insulation Pty Ltd observes the Complaint Handling Principles outlined below. These principles outline the manner customer complaints will be addressed.

If complainant is not satisfied with the result of the investigation they should firstly contact the manager handling your complaint.

Should the complainant remain unsatisfied, they should be directed to the appropriate EDR Scheme and provided the details on how to access the scheme.

Our Rights and Responsibilities.

Open and Transparent Management: The process should be clear and well publicized so that both personnel and complainants can understand and follow them.

Confidentiality: The process is designed to protect the complainant’s and customer’s identity as far as reasonably possible.

Impartiality: Avoiding any bias in dealing with the complainant, the person referred to in the complaint or the organisation. The process should be designed to protect the person or organisation against any biased treatment. If a complaint is made against personnel the investigation should be carried out independently.

Accessibility: Information about the complaints handling process should be readily available in clear language and format accessible to all complainants. Access to the complaints handling process should be made available at any reasonable point or time.

Completeness: Finding the relevant facts, speaking with people from both sides involved in the complaint to establish a common ground and resolution whenever possible.

Procedure:

Upon receipt of complaint:

1. Review any documentation associated with the complaint

2. Log in Complaints Register

3. Assign complaint to collection manager

Acknowledge receipt of complaint:

1. Acknowledge receipt of complaint via preferred contact method (phone, email or post)

2. Ensure all collection activity is placed on hold pending outcome of complaint.

Investigate the complaint:

1. Review complaint source documentation

2. Discuss details of complaint with complainant if required by preferred contact method If previously advised

3. Review any file notes

4. Speak with employee concerned (if any)

5. Make a request from complainant for documentation or further details if required

Assess all information collected

1. Objectively assess any evidence gathered during investigation

2. Come to a decision based on the issue and evidence available

3. Record notes in collection file and also the Complaints register

4. Advise action/recommendation and/or process improvement if any.

Advise Outcome:

1. Advise outcome to complainant via preferred contact method and Outline the investigation findings

2. Issue formal notice of findings to complainant

3. Supply any supporting documentation

4. Outline the resolution action (if any) e.g, apology, refund, compensation, etc

5. Note the resolution and any future action on collection file

6. Mark complaint as resolved in the Complaints register.

If Complainant remains unsatisfied:

1. Advise complainant the issue will be escalated to a senior manager for review

2. Provide the complainant to EDR (External dispute resolution) Scheme. Eg

The Office of the Australian Information Commissioner GPO Box 5218 Sydney NSW 2001 GPO Box 2999 Canberra ACT 2601 Online : www.oaic.gov.au