COMPLAINTS HANDLING PROCEDURE
Our complaints handling procedure is outlined below to provide full transparency about how our company deals with issues that may arise.
COMPLAINTS HANDLING PROCEDURE
When to make a complaint:If you the consumer are dissatisfied with a product or service offered or provided by Stanalec then we encourage you to make a complaint directly with our Manager Benjamin Stanaway (contact details below).
A complaint may include, for example, any expression of dissatisfaction with a product or service offered or provided, with the Sales process or Salesperson, or the product or workmanship provided by Stanalec.
This will be handled by our internal complaint handling procedure which is compliant with relevant legislation and Australian Standards on Complaint Handling AS_ISO_10002-2006
How to make a complaint:A consumer can make a complaint by contacting our Manager Benjamin Stanaway either in-person (by appointment) at 60 Powells Ave, East Bendigo, Phone - 03 5498 8156, or Email - ben.stanalec@gmail.com.
Our Procedure:Our internal complaint handling procedure will log and document any complaints and our aim is to resolve any complaints as quickly as possible, with all feedback on the outcome completed within 21 days of the receipt of the complaint. Or if additional time is required for the investigation to conclude then the consumer will be notified and the complaint will be completed within 45 days of the receipt of the complaint.
Where a consumer is dissatisfied with the outcome of a complaint, Stanalec will provide the consumer with the appropriate contact details for escalating that complaint either internally or externally to the relevant state or territory industry consumer protection organisation, as an independent dispute resolution body.
Consumers who have attempted to have their complaint resolved by Stanalec and are dissatisfied with that response will be referred by Stanalec to the applicable industry ombudsman or consumer affairs bodyhttps://www.ewov.com.au/https://www.consumer.vic.gov.au/https://www.accc.gov.au/
We will also maintain a copy of each individual complaint including the outcomes and a copy shall also be provided to the customer.
Benjamin StanawayDirector(03) 5498 8156info@stanalec.com.au
A complaint may include, for example, any expression of dissatisfaction with a product or service offered or provided, with the Sales process or Salesperson, or the product or workmanship provided by Stanalec.
This will be handled by our internal complaint handling procedure which is compliant with relevant legislation and Australian Standards on Complaint Handling AS_ISO_10002-2006
How to make a complaint:A consumer can make a complaint by contacting our Manager Benjamin Stanaway either in-person (by appointment) at 60 Powells Ave, East Bendigo, Phone - 03 5498 8156, or Email - ben.stanalec@gmail.com.
Our Procedure:Our internal complaint handling procedure will log and document any complaints and our aim is to resolve any complaints as quickly as possible, with all feedback on the outcome completed within 21 days of the receipt of the complaint. Or if additional time is required for the investigation to conclude then the consumer will be notified and the complaint will be completed within 45 days of the receipt of the complaint.
Where a consumer is dissatisfied with the outcome of a complaint, Stanalec will provide the consumer with the appropriate contact details for escalating that complaint either internally or externally to the relevant state or territory industry consumer protection organisation, as an independent dispute resolution body.
Consumers who have attempted to have their complaint resolved by Stanalec and are dissatisfied with that response will be referred by Stanalec to the applicable industry ombudsman or consumer affairs bodyhttps://www.ewov.com.au/https://www.consumer.vic.gov.au/https://www.accc.gov.au/
We will also maintain a copy of each individual complaint including the outcomes and a copy shall also be provided to the customer.
Benjamin StanawayDirector(03) 5498 8156info@stanalec.com.au
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