Customer Service Standards Policy
Introduction
Each person you deal with at Grays will identify themselves by their first name so you know whom you are speaking with, and they will provide you with a case number for your reference. All complaints, where possible will be resolved at the first point of contact. A verbal or written acknowledgement will be made within 2 business days of receiving your complaint and we will keep you posted as to how long we think it may take to resolve your case. Our Customer Service Advisors have the training and authority to deal with most enquiries or issues raised at the first point of contact. It may not always be possible to resolve your complaint on the first call, for example, if the situation requires us to look further into your matter. For complaints that cannot be resolved during the first call, we will provide you with an estimated timeframe for resolving your complaint. Our Customer Resolution Specialist Our Customer Resolutions Specialist is dedicated to ensuring that our Customer Service advisors are handling your complaint in a fair and efficient manner. If you feel your complaint has not been dealt with in this manner you may seek to liaise with our Resolutions Specialist to review your complaint. Where you have raised a matter with a Specialist, he or she will aim to resolve the complaint as soon as possible or within timeframes agreed to with you. The specialist will liaise with you personally. You may wish to write to the specialist team regarding your complaint. This can be sent to: Customer Resolutions Specialist Grays 376 Newbridge Rd, Moorebank, NSW 2170 Taking appeals outside of Grays Grays seeks to ensure that its internal case management process provides an efficient way to resolve complaints in accordance with the law. If you are not satisfied with our review of your complaint or with the way in which we have handled the case, you may refer your complaint to a governing body. The intention of our complaint process is that customers provide us with the opportunity to try to settle the issue before it is taken further. Government Bodies according to your state NSW - Department of Fair Trading Victoria - Consumer Affairs Victoria Queensland - Office of Fair Trading Western Australia – Department of Mines, Industry Regulation and Safety, Office of Consumer Protection Australian Capital Territory - Office of Fair Trading Northern Territory - Office of Consumer Affairs South Australia – Office of Consumer and Business Services Tasmania – Consumer, Building and Occupational Services Your Legal Rights Nothing in this statement detracts from your rights under the standard terms and conditions of your service, the Competition and Consumer Act including the Australian Consumer Law or any other applicable laws. |