Grievance Redressal

Last Updated 21, Aug 2024

We seek to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services, and customer service.

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 manner in which we receive and manage your complaint.

Objective

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 or evidence,
We take reasonable steps to actively protect your personal information,
Your complaint is considered on its merits taking into account individual circumstances and needs.

Our six-point complaint process

We acknowledge: Within 7 (seven) business days of receiving your complaint we will acknowledge receipt of your complaint.

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 21 (twenty-one) business days of receiving your compliant 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 which may be available, that could assist us in investigating 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 take action: 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.

Escalation Process

TIER I - Support Manager, Tentative Resolution Time - 7 days

TIER II - Support Head, Tentative Resolution Time - 14 days

TIER III - Director, Tentative Resolution Time - 21 days