McGloin’s Pty Ltd Complaints Handling Policy

McGloin’s Pty Ltd is committed to effectively, efficiently, expeditiously and fairly handling all complaints about its goods and services. This document outlines how it does so. All staff must be familiar with this policy. The purpose of this document is to assist clients and McGloin’s staff in understanding the management of complaints in accordance with the Australian Standard for Complaints Handling AS4269-1995

McGloin’s recognises that:

·        Customers may have complaints about its goods and services from time to time;

 

·        Customers have a right to make a complaint;

 

·        Complaints offer us the opportunity to gain feedback about our goods and services and improve the way we do business;

 

·        We may avoid disputes by having an effective communications strategy;

 

·        Disputes generally do not arise with any person whose complaint has been adequately dealt with by us; and

 

·        We must have a procedure for properly handling and recording all customer complaints, free of charge, which is known to staff and customers.

Modes of complaint

Customers may complain to us by:

• telephoning our Customer Service Unit on 02 9836 1000
  
   
• writing to our Customer Service Unit:
  • by mail at:
    Complaints Officer
    McGloin’s Pty Ltd
    PO Box 6847
    Baulkham Hills BC  NSW 2153
  • sending the letter by fax to no. 02 9836 1055; or
  • by email using email address complaints@mcgloins.com  

Telephone Complaints

The Product Manager or Customer Service Officer in the first instance or, in their absence, the Customer Service Manager must deal with all customer complaints. If none of these is available, the person who speaks to the customer must ask for the customer's contact number so that the Product Manager or Customer Service Officer can call them back within 24 hours.  The Product Manager or Customer Service Officer must do so within 24 hours.

If a complaint handler 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 to them. In the absence of exceptional circumstances, this period should not exceed 5 working days.
If the Product Manager or Customer Service Officer is unable to resolve a complaint, they must refer it to the Operations Manager.

All complaint handlers must, in their dealings with customers:

·        identify themselves, ascertain what the customer wants and confirm with the customer that their understanding of this 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.

Written Complaints

The Product Manager or less frequently the Operations Manager must deal with all written customer complaints. They must review, and respond in writing, to the complaint within 10 working days of its receipt by McGloin’s Pty Ltd.

If the Product Manager is unable to resolve a complaint, they must refer it to the Operations Manager.


Cultural Differences

McGloin’s Pty Ltd recognises that its customers come from a wide range of cultural, and often non-English speaking, backgrounds.  It also recognises that customers whose first language is not English may need additional assistance to communicate their complaint and have it effectively handled.

If a complaint handler receives:

·        a written complaint in a language other than English; or

·        a telephone complaint from a person who has limited English language skills, the Product Manager must obtain the assistance of a “help professional” with the appropriate language skills to assist with the handling of the complaint.

Recording complaint outcome

Our complaint handlers must keep a record of:

·        the nature of each complaint they deal with;

·        the product the subject of the complaint;

·        the outcome of the complaint; and

·        the response time

·        complete a Complaint Lodgment Form (CLF)

·        in the customer's electronic file and the electronic complaints log.

Publication of Complaints Procedure

McGloin’s Pty Ltd publishes its complaint procedure to customers by:

•  publishing this Complaints Handling Policy on our website at www.mcgloins.com and

          referring to it in our delivery advices

We will publicise this policy to our staff by:

·        referring to it in trade practices training of staff;

 

·        sending it to staff individually; and

 

·        displaying it in our workplace.