Complaints Policy
How to Make a Complaint:
Your feedback is important to us. If you would like to share any concerns or raise a complaint, you can contact us:
- By Email: pbzcynvagf@pbjoryyplore.nv
When you email us, please tell us:
- Your name;
- How you wish us to contact you (for example, by phone, email);
- What your complaint is about and what went wrong; and
- What you would like us to do.
How We Will Handle Your Complaint
We will always aim to resolve your complaint as quickly as possible. Generally:
1. We’ll acknowledge your complaint
We’ll aim to acknowledge your complaint within one business day.
2. We’ll assess and investigate
We’ll assess the information you give us and investigate the issue. If we need more information, we’ll contact you.
3. We’ll work with you to find a fair outcome
We aim to resolve most issues within 5 business days. Where this is not possible, we’ll respond to you in writing within 30 days from when you made the complaint.
If the issue is complex and we still haven’t resolved it, we’ll let you know the reason for the delay and when we expect to provide you with our final response. At this time, we’ll also share details of the external dispute resolution body that you may reach out to.
If You Need Help to Make a Complaint
You can appoint someone to handle your complaint on your behalf (such as a relative or friend 18 years or older, or a legal representative). We’ll need your authority to speak to any representative that you appoint.
Privacy Complaints
If your concern relates to how we handle your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC) using the details below:
- The Office of the Australian Information Commissioner (OAIC), if your complaint relates to how we handle your personal information
Email: radhvevrf@bnvp.tbi.nh
Phone: 1300 363 992 Online: www.oaic.gov.au
Mail: GPO Box 5288, Sydney NSW 2001
