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Complaint Handling Policy: Surveyoria Building Consultants
At Surveyoria Building Consultants, we are committed to providing excellent services to our clients. We understand that concerns or issues may arise occasionally, and we value the opportunity to address them promptly and effectively. Our Complaint Handling Policy outlines the framework we follow to ensure that complaints are handled in a fair, transparent, and timely manner.
Objectives
Our primary objectives in handling complaints are establishing transparency, setting clear timeframes for resolution, and utilising complaint data for continuous improvement. We aim to promptly address all complaints and provide our clients with satisfactory resolutions.
Definition of a Complaint
A complaint, as defined in our policy, refers to any expression of dissatisfaction related to the services provided by Surveyoria Building Consultants or building works for which we have issued a Building Permit. By clearly defining what constitutes a complaint, we ensure that all relevant concerns are properly addressed.
How to Make a Complaint
We offer two convenient options for lodging a complaint. Clients can complete an online Complaint Form or contact us directly. We strive to make the complaint process as accessible as possible, allowing complainants to choose the method that suits them best.
Information Required
To investigate and address complaints effectively, we request specific information from complainants. This includes their details, a clear complaint description, relevant previous communication, desired outcomes, and supporting documentation. Gathering these details helps us understand the issue comprehensively and work towards an appropriate resolution.
Recording Complaints
We understand the importance of maintaining accurate records of all complaints. We ensure the confidentiality and protection of personal information throughout the process. In some instances, involving relevant third parties may be necessary to conduct a thorough investigation, as required by law.
Complaint Handling Procedure
Our complaint-handling procedure follows a step-by-step approach. Upon receiving a complaint, we promptly acknowledge its receipt. We then conduct a thorough investigation to understand the issue comprehensively. Once the investigation is complete, we respond to the complainant, providing a thoughtful and appropriate resolution. We take necessary action to rectify any deficiencies identified and maintain a comprehensive complaints database for analysis and improvement purposes.
Complaints Under Investigation
If a complaint is already being investigated by the Victorian Building Authority or another government body, we temporarily suspend further action until the outcome of that investigation is determined. This ensures proper coordination and avoids duplication of efforts.
Managing Unreasonable Complaint Conduct
While we consider all complaints seriously, we reserve the right to discontinue investigating or addressing a complaint if the conduct of the complainant becomes unreasonable. Examples of unreasonable conduct include harassment, threats, or persistent refusal to engage constructively. This policy provision is in place to ensure fair and effective complaint handling for all parties involved.
In summary, our Complaint Handling Policy reflects our commitment to addressing complaints in a fair, transparent, and timely manner. We value feedback from our clients and strive to improve our services continuously based on their input. Following this policy, we aim to resolve complaints satisfactorily and maintain strong relationships with our valued clients.
