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Complaints Handling Policy |
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This Complaint Handling Policy aim to:
- provide a framework for Southern Phone employees to work with when handling Complaints from Customers;
- ensure consistency within Southern Phone in handling and resolving Complaints from Customers; and
- assist Southern Phone's commitment to provide quality customer service.
Lodgement of Complaints
Complaints may be lodged:
- by phone on 13 14 64
- email to contact@southernphone.com.au
- fax to 1300 763 744 or
- by letter to Southern Phone, 8 Page Street, Moruya, NSW 2537.
A verbal or written acknowledgement will be given after receiving a letter, fax or e-mail with a time frame for investigating and resolving the complaint.
Response to Complaints
Our objective is to resolve the vast majority of enquiries and complaints during the customer's first call. Our Customer Service Representatives have the training and authority to deal with most of the problems or enquiries, which customers may have "on the spot".
It may not always be possible to resolve a complaint on the first call, for example, because records have to be reviewed or enquiries made with dealers or staff. Our objective is that complaints that cannot be resolved during the first call will be resolved within time frames agreed with the customer.
Escalation of Complaints
If you are not satisfied with the way in which the Customer Service Representative handled your complaint, you can request to be transferred to a supervisor. Where you have raised a matter with a supervisor, he or she will aim to resolve the complaint as soon as possible and within timeframes agreed with you.
If you are dissatisfied with the supervisor's handling of the complaint, you can request that more senior personnel review the complaint.
Senior management will stand behind agreements reached with customers by our Customer Service Representatives and supervisors.
Where a Customer has exhausted their avenues for addressing their Complaint within Southern Phone or find those avenues unacceptable, they can be advised of external channels for escalation, such as the TIO.
Records/ Systems
Complaints will be recorded and analysed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.
Review of Complaint Handling Process
Southern Phone's complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
This policy has been developed by Southern Phone in accordance with ACIF Industry Code - Complaints Handling. No legal rights arise under this document. |
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