Complaints Handling Policy
Danoz Direct ABN 86 112 314 271 is committed to effectively, efficiently, and fairly handling all complaints about its products and its services.
Danoz recognizes that:
- Customers may have complaints about its products and services from time to time;
- Customers have a right to make a complaint;
- Complaints offer it the opportunity to gain feedback about its products and services and improve the way it does business;
- It may avoid disputes by having an effective communications strategy;
- Disputes generally do not arise with any person whose complaint has been adequately dealt with; and
- It must have a procedure for properly handling and recording all customer complaints, which is known to staff and customers.
Methods of Complaint
You may lodge a complaint with us by:
- Phone: 0800 400 104 (8am – 6pm AEST weekdays)
- Email: firstname.lastname@example.org
The Customer Service Manager
U7 149-163 Mitchell Road
Alexandria NSW 2015 Australia
A Danoz Customer Care Agent will deal with all customer complaints.
If a Customer Care Agent is unable to deal with a complaint immediately, they must notify the customer how long it will take them to investigate the complaint and respond.
In the absence of exceptional circumstances, this time period should not exceed 5 business days.
If the Customer Care Agent is unable to resolve a complaint, they must refer it to the Customer Service Manager. If the Customer Service Manager is unable to resolve a complaint, they must refer it to the Contact Centre Manager or the Chief Executive Officer, depending on the nature of the complaint.
All Customer Care Agents must, in their dealings with customers:
- identify themselves, ascertain what the customer wants and confirm with the customer that their understanding of what they want is correct;
- be courteous and listen carefully;
- if they cannot resolve the complaint immediately, explain what they propose to do to address the complaint;
- check whether the proposed action is acceptable to the consumer and, if it is not, notify them of alternative action available to them; and
- not be defensive or argue with customers.
Steps for Recording Complaints
When a Customer Care Agent receives a complaint, they will take detailed notes and put those notes into the customer’s electronic account file.
They will try to quickly resolve the complaint after investigating the issues.
Customer service agents must keep a record of:
- the nature of the complaint they deal with;
- the product the subject of the complaint;
- the outcome of the complaint; and
- the response time.
The customer service agent will attempt to resolve the complaint within 5 business days, depending on the nature of the complaint.
Danoz acknowledges that its customers come from a diverse range of cultural and often non-English speaking, backgrounds. It also recognizes that customers whose first language is not English may need additional assistance to communicate their complaint and have it effectively handled.
If a customer care agent receives a written complaint in a language other than English; or a telephone complaint from a person who has limited English language skills, the customer care agent will endeavor to obtain the assistance of a help professional with the appropriate language skills to assist with the handling of the complaint.
Publication of Complaints Procedure
Danoz publishes its complaint procedure to customers by publishing its Complaints Handling Policy on its website.
Danoz will publicize this policy to its Customer Care Agents and other relevant personnel by referring to it in the complaints handling system documentation and displaying it in the workplace.