About us

Policy

We have a policy in place which sets out the process for the  management of complaints, irrespective of their nature

Our objective is to increase satisfaction of customers and enhance our client relationships by:
  • Recognising, promoting and protecting complainants’ rights, including the right to comment and complain. 
  • Providing an efficient, fair and accessible mechanism for resolving complaints. 
  • Monitoring complaints in an endeavour to improve the quality of products, services and communications. 
  • Providing information to consumers on our complaints handling policy.

Definitions

Complaint: an expression of displeasure, grievance or resentment, written or verbal, as a result of poor service, benefits, product or processes.
Complainant: person or organisation making a complaint.
Dispute: a pursued unsatisfied complaint.
Quality: the totality of features and characteristic of a product or service that bears on its ability to satisfy stated or implied needs.
Systemic problem: is caused by failures in the product or service design, delivery systems or organisation policies or procedures.