Stay Upright’s Customer Complaints Handling Policy
1. Policy Purpose
Stay Upright seeks to maintain and enhance our reputation of providing you with high quality rider training services and related offerings. We are committed to being responsive to the needs and concerns of our customers or potential customers and resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
2. How a complaint can be made
If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
- By writing to us at Stay Upright PO Box 8306 Baulkham Hills NSW 2153
- By emailing us at [email protected]
3. The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
- Your name and contact details
- The name of the person you have been dealing with about your service (eg the instructor, bookings officer or manager)
- The nature of the complaint
- Details of any steps you have already taken to resolve the complaint
- Details of conversations you may have had with us that may be relevant to your complaint
- Copies of any documentation which supports your complaint
4. Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
5. Feedback to customers
We are committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. We will acknowledge receipt of your complaint within 5 business days, and keep you informed of the progress of your complaint throughout our complaint resolution process.
We are committed to resolving your complaint within 15 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 15 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally. Where appropriate, we will amend our business practices or policies.
6. When you complain about one of our employees
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by informing them of any complaint about their performance, providing them with an opportunity to explain the circumstances, providing them with appropriate support and updating them on the complaint investigation and the result.
7. Complaints under investigation by a regulator or law enforcement agency
If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalisation of their investigation. We will assist any agency with their investigations.
8. Our complaint escalation process
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program. However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint to the relevant federal, state or territory consumer protection agency.
9. Your rights under Australian Consumer Law
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.