Enosys Solutions - Complaint Handling Policy

Updated May 24, 2019

Complaints

Enosys values complaints as they assist the organisation to improve our products, services and customer service.

This policy has been designed to assist both customers and staff. Enosys Solutions Pty Ltd (Enosys) is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. Enosys aims to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

What is a complaint?

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.

How can you make a complaint?

Complaints can be made via phone or email. All complaints will be recorded in our Central Records System at the time the complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff member who took the details.

When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Details of all communication with the customer and any actions taken to resolve the complaint will be recorded in the Central Records System.

Enosys Management will also monitor recorded complaints for any ongoing trends and to make efforts to resolve any ongoing issues.

Responding to complaints

All the people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint (eg. the supply of a faulty product or service), frontline staff can offer to resolve a complaint immediately. Complaints will still be recorded.

If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Wherever possible, the staff member taking the complaint details will be the contact person.

Senior management will stand behind agreements reached with customers by our Customer Service Representatives.

Tracking your complaint

Enosys strives to resolve all complaints. All complaints will be acknowledged promptly.

Customers will be given an approximate timeframe at the time they make their complaint. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Customers will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Escalation Process

If a complaint cannot be resolved by the usual complaint process, it should be referred to a company Director of Enosys. The customer will be further be informed and will be given an amended timeframe for the resolution.

If Enosys cannot resolve the complaint to the customer’s satisfaction, Enosys will inform the customer about where they can take further action (e.g., Office of Consumer and Business Affairs, Equal Opportunity Commission).

Review of complaint handling policy and procedures

Enosys is committed to continuous improvement and this policy will be reviewed regularly (at least every six months) for effectiveness and updating.

This complaint handling policy is supported by Enosys management. Enosys commits to provide this policy to all staff and displaying it in our business for the customers.


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