Unlike some other agencies, we’re not gonna leave you out to dry.
Are You Social Customer Care
We always want your feedback in regards to our services. We use your feedback to identify problems in our services so we can improve on them.
Your issues are not perceived as complaints; they are constructive feedback on how we deliver our service offering to our clients.
Our Approach
- Resolve problems that are suitable for you and our business
- Your feedback is viewed as an opportunity to improve our business
- Record all information according to Australia’s Privacy Legislation
Our Philosophy
- Your feedback will always be heard whether it is a concern, complaint or complement.
- You are entitled to a polite and honest response
- You are entitled to transparent communication
- We will respond as soon as possible and keep you informed along the way
Information We Record
The following reasons are why we record your feedback.
- Track the entire process from your submission to resolution
- Understand our client needs
- Identify common problems experienced across our client base
- Comply with privacy requirements and industry standards
The following information is recorded.
- Your comments / enquiries
- The resolution that you may request
- The particular service that the feedback is in regards to
- The date submitted
- Our due date to respond to your feedback
- The actions we attempt to take to resolve your complain
- The final resolution
Fairness Is Priority
The following is considered when responding to your complaint.
- The law, industry codes and guidelines
- Our guaranteed service levels
- What is fair
- What is logical from a business perspective
- If the complaint is not resolved within five business days, you are entitled to a written explanation from us regarding the delay
Our Process
We strive for fairness in every complaint that we receive.
- Acknowledge your complaint either by phone or email as soon as possible
- Take a resolution based approach at the first point of contact
- Aim to resolve your complaint at first point of contact
- Respond to complaints within two business days and aim to resolve complaints within five business days
- If delays occur, inform you of them and why
Please note, depending on the nature and complexity of the complaint, it may take longer to resolve. However, we will notify you of this.
Please fill out the form on the right side of this page to submit a complaint. Alternatively, chat now to a customer service consultant using live chat.
For any general enquiries or to provide feedback please click on the button below.