Client Complaints Policy
DDP is dedicated to providing excellent client experience and maintaining a healthy client relationship at all levels from Founder down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a client of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
We want to resolve your complaints as soon as possible. Please call your dedicated sales consultant\Business Development Manager and we’ll do our best to fix any problems you may be having with our service, as soon as possible.
- To provide an efficient, fair and structured mechanism for handling complaints.
- To provide our clients with access to the complaints handling process, including those clients with disabilities and special needs.
- To keep clients informed as to the progress of their complaint and the expected timeframe for resolution.
- Annual to review our complaints so that we can improve our standard of client service.
Handling Your Complaint:
- Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
- If your complaint is urgent, such as where you have been accepted by us as undergoing financial hardship or duress, or are in imminent danger of actual financial loss, we will priorities your complaint and attempt to resolve it within 10 working days. If we cannot, we will explain why and the reasons for taking longer.
- We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
- Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.
- Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
- We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
- We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 12 months old, or engage third parties (such as brokers, banks, solicitors etc) that are involved in your matter, we require information from then, and we are charged fee associated with the retrieval of this information.
- Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have
charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.
If you have a complaint regarding any aspect of your account or dealings with DDP, we urge you to telephone your Sales Consultant\Business Development Manager in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
If you prefer to put your complaint in writing, we will respond to your letter and will confirm any details in writing if you request us to do so.
You may also if you prefer to email us your complaint to: [email protected]
If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf. We require to sight a Power of Attorney document, or other relevant authority form. When you discuss your complaint with us, we can assist you to clarify and formulate the complaint.
Complaints made to the company are overseen by our management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).
If you are not satisfied with the response tendered to you, you may ask your liaison to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).
When your complaint is resolved, we will confirm this with you within 10 business days.
If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:
NSW Fair Trading
All services provided to consumers must be carried out with due skill and care, fit for the purposes requested and provided in a reasonable timeframe if one is not set. This means that the services you receive should be of a standard and quality that could be reasonably expected from a competent person in that particular trade or industry. If the service provider fails to meet its obligations, you can claim compensation for expense incurred as a result of loss or damage.
However, if you insist on having a service provided in a particular way that is against the service provider’s advice, the service provider cannot be held responsible if the result is unsatisfactory because the method was unsuitable.
NSW Fair Trading can assist you if you have been unable to resolve your complaint with us. NSW Fair Trading seeks the co-‐operation of BOTH parties through an alternative dispute resolution process to achieve an outcome that is fair and reasonable.
To lodge a complaint with NSW Fair Trading you can visit: http://www.fairtrading.nsw.gov.au/ftw/About_us/Online_services/Lodge_a_complaint.page
or call 13 32 20
NSW Fair Trading provides free information about your rights and options to resolve disputes with traders. In some cases our staff can contact the trader and attempt to negotiate a settlement.
If they are unable to successfully negotiate your matter, you can consider taking your dispute to the NSW Civil and Administrative Tribunal (NCAT).
The Tribunal provides independent, low cost and accessible dispute resolution in consumer or tenancy disputes. There is a fee to lodge an application. Application forms and the fee schedule can be obtained from the Tribunal’s website at www.ncat.nsw.gov.au or by calling the Tribunal on 1300 006 228.
When should I go to NSW Fair Trading?
If you have a complaint about our service, the first step you should take is to contact us and try and resolve it directly. Usually the problem can be resolved at this stage. However, if you are unhappy with the resolution of the problem, you can make a complaint to NSW Fair Trading.
How much does it cost?
The NSW Fair Trading service is free. There is no charge to have a complaint investigated by NSW Fair Trading.
How do I contact NSW Fair Trading?
If you don’t speak English, you can call the Commonwealth Government’s Translating and Interpreting Services on 131 450 and ask to be put through to the TIO. The TIO pays for the cost of using the interpreter service. The TIO also has fact sheets available in different languages.
OFFICE OF THE FEDERAL PRIVACY COMMISSIONER
The Office of the Information Commissioner can assist you with all matters related to privacy. To lodge a complaint you can call 1300 363 992 or visit http://www.oaic.gov.au/.
For certain service and trade practices issues, you may lodge a complaint to:
- The Australian Competition and Consumer Commission; and/or
- You may also obtain legal advice from your solicitor as an alternative avenue for resolution.