Corporate Complaint Policies and Procedure
1. Policy Statement
Global Tech Partner PTY LTD is committed to providing high-quality products and services to our customers. We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint. Our policy is to provide a fair, efficient, and effective process for handling complaints that complies with Australian laws and regulations.
2. Scope
This policy applies to all complaints received by the company regarding its products, services, staff, or the handling of personal information. It covers complaints made by customers, suppliers, partners, or any other stakeholders.
3. Principles
Our complaint handling process is based on the following principles:
Accessibility: Information about how and where complaints can be made is easily accessible to all.
Transparency: The process is clear and straightforward, and complainants are kept informed of the progress of their complaint.
Responsiveness: Complaints are acknowledged promptly and resolved as quickly as possible.
Fairness: Complaints are addressed in a consistent, unbiased, and objective manner.
Confidentiality: Personal information related to complaints is treated confidentially in line with privacy laws. GTP is committed to maintaining the confidentiality of complainants and the details of their complaints, in line with privacy laws and regulations.
Continuous Improvement: Complaints are used as an opportunity for continuous improvement.
4. How to Make a Complaint
Complaints can be made:
Online: Through our website’s dedicated complaints form.
Email: Directly to our complaints handling team at info@globaltechpartners.co.nz
5. Complaint Handling Process
5.1 Acknowledgment
Complaints will be acknowledged within 2 business days of receipt.
5.2 Assessment and Investigation
Each complaint will be assessed for validity and investigated thoroughly. This may involve gathering additional information from the complainant or relevant internal departments.
5.3 Resolution
We aim to resolve complaints within 10 business days. If a complaint requires more time, the complainant will be informed of the reasons and the expected timeframe for resolution.
5.4 Communication
The complainant will be informed of the outcome of their complaint and any actions taken in response.
5.5 Escalation
If the complainant is not satisfied with the resolution, they can request an internal review by a senior manager. Information on external dispute resolution options will also be provided, including relevant industry ombudsman or regulatory bodies.
6. Record-Keeping and Confidentiality
Records of all complaints received, as well as the outcomes, are maintained securely. All personal information is handled in accordance with the Privacy Act 1988 (Cth).
7. Continuous Improvement
Complaint data is regularly analyzed to identify systemic issues and areas for improvement. The policy and procedures will be reviewed annually and updated as necessary to ensure their effectiveness and compliance with Australian standards and regulations.
8. External Dispute Resolution
Complainants who are not satisfied with the outcome of their complaint may seek advice from or lodge a complaint with an external dispute resolution scheme or the relevant regulatory body.
9. Policy Review
This policy will be reviewed annually to ensure it remains effective and aligned with best practices and regulatory requirements.
This corporate complaint policy and procedure is designed to ensure all complaints are handled in a professional and consistent manner, maintaining the highest standards of accountability and transparency.
Reviewed: 03/04/24
Feedback Action Item:
Initiate external dispute resolution: Provide information on external dispute resolution (EDR) options available to complainants if they are not satisfied with the resolution of their complaint. Reference relevant Australian standards for complaint handling (e.g., AS/NZS 10002:2014, Guidelines for complaint management in organizations) and any specific regulatory requirements applicable to the industry.