Customer satisfaction is preventing customer dissatisfaction

INTRODUCTION:

We believe that customer service is key in everything we do. We know that it is the little things we do that make all the difference in delivering excellent customer service.

Our aim is to resolve any complaint our customers have with our service. We also value our customer's comments and feedback as this helps us to grow as customer-focused company.

COMPLAINTS:

Complaints are inevitable in any industry and the efficient handling of any customer dissatisfaction is the key to success and growth of any company. We believe that there are many benefits to having a clear and straightforward complaint handling process, which aims to:

• Ensure that we provide the level of service deserved by our customers.
• Allow us to learn from our mistakes.
• Preserve our reputation in the market-place and maintain customer loyalty.

This document summarizes our approach to complaints handling and is designed to give an outline of the process involved, our commitment to a fair and equitable resolution.

Complaints Handling Procedures

• Our customer Service Team is easily contactable. Customers can contact our Customer Service Department and directly lodge a complaint with our Customer Service Officer.

• Our Customer Service Officer will take the customers complaint and all complaints are to be dealt seriously and in efficient manner and we ensure that all complaints are resolved promptly and courteously.

• Details of Customer’s complaint are noted down and documented in the internal tools so that this can be viewed for future reference and the case can be handled accordingly.

• We will make reasonable endeavors to address all issues raised.

• Complaints will vary in their nature and complexity and the time taken to handle them will reflect this. Our basic standard for time taken to handle a complaint is set as 24 - 48 hours.

• In certain circumstances we may be unable to achieve these standards although we will always aim to keep our customers informed of the progress.

• If at all our Customer Service Department is unable to resolve customers complaint themselves they will then escalate the complaint to a more appropriate person to ensure that customers complaint is resolved.

OUR CUSTOMER SERVICE PHONE NUMBER IS 1300 734 869