Release Version: 1.2 | Release Date | 15/06/2017 | Policy Owner: Sam Fares – General Manager | Approved by: Andrew Randall – Managing Director | Date Approved: 15/06/2017
Easy Being Green has developed its customer complaint policy in accordance with AS ISO 10002:2006. Easy Being Green is committed to providing good quality services to its customers and recognises the value of complaints as an important tool in monitoring customer satisfaction.
The AS ISO 10002:2006 definition of a complaint is: “An expression of dissatisfaction made to an organisation, related to its products/services, or the complaints handling process itself where a response or resolution is explicitly or implicitly expected”.
Visibility and Accessibility
Easy Being Green’s complaints policy is available to all customers, contractors, employees and regulatory bodies via:
Complaints Can Be Made By:
- Writing to Easy Being Green, Att Complaints Officer, Suite LG2, 275 Alfred St N, North Sydney NSW 2060,
- Emailing us at firstname.lastname@example.org,
- Calling us on 1800 702 721,
- Completing a customer feedback form on our website,
- Contacting the relevant regulatory body.
Access to the complaint handling process is provided free of charge to all complainants. Responsiveness, timeliness and ensuring that complaints are acknowledged and met in a timely and effective manner is a major factor in determining a satisfactory outcome. Easy Being Green will ensure that all complaints are acknowledged within 2 working days of receipt of complaint. Resolution will be sought within 5 working days of receiving the complaint. If it is considered that more time will be required to investigate the complaint, the customer will be kept informed of the progress of the investigation. Objectivity and Confidentiality All complaints will be addressed in an equitable, objective and unbiased manner. The complainant is encouraged to provide feedback on all actions taken by Easy Being Green on resolving the complaint. Easy Being Green has appointed a complaints officer who will record all complaint details in a central repository. It will then be forwarded to the relevant department/staff member in the organisation to investigate and find resolution to the complaint. Any personally identifiable information will be made available only to those parties involved in the resolution process unless the complainant has expressly authorised its disclosure.
Investigation of Complaint
Easy Being Green will make every reasonable effort to investigate the complaint. It will liaise with its contractors, staff members and any other relevant parties to investigate the complaint and ensure a satisfactory outcome for the complainant. A record of all information relating to the investigation will be kept in the central repository and assigned to the relevant complaint.
Resolution of Complaint
Following an appropriate investigation, Easy Being Green will inform the complainant of the action or decision taken in regards to the complaint. Easy Being Green will also take actions to prevent similar complaints occurring in the future. Complainants will be advised of further avenues for review of their complaint if not satisfied with the resolution. This can be via the state regulatory bodies. Accountability, Commitment and Promotion All Easy Being Green staff are required to understand and follow the policy when dealing with a complaint. Easy Being Green will continue to improve the complaints handling process. The complaints policy will be reviewed on an annual basis.
Third Party Relationships and Subcontractors
Where works have been completed by a third party or subcontractor delivering works under their own brand, the third party shall be required to match Easy Being Green standards including having an AS ISO 10002:2006 standard complaint policy and procedure. They must provide to the customer a telephone number and clear escalation path.