COMPLAINTS AND DISPUTE RESOLUTION PROCEDURES

Step 1:

Call us and speak to the manager who is Ross Steele and may be contacted at Bus: 07) 578 2405, A/h: 07) 576 4852, or Mob: 0274 785 670. Tell Ross who you are complaining about and what your concerns are. Let Ross know what you would like done about your complaint.

Step 2:

The manager may ask you to put your complaint in writing so that he or she can investigate it. The manager will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try and agree a resolution.

Step 3:

If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.

Step 4:

If you do not accept our proposal please try and advise us in writing within 5 working days. You can, of course, suggest another way of resolving your complaint.

Step 5:

If we accept your preferred resolution we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution we may invite you to mediate the dispute.

Step 6:

If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process.