Purpose
The purpose of this Complaints Policy is to establish a fair, transparent, and efficient process for handling and resolving complaints from customers or stakeholders of Mobility Rentals & Sales. This policy aims to demonstrate our commitment to providing excellent customer service and continuous improvement.
Scope
This policy applies to all employees, contractors, and representatives of Mobility Rentals and Sales who interact with customers or stakeholders.
All employees are required to undergo mandatory complaints training, as each employee is responsible for accurately recording complaints.
Definition of Complaint
For the purposes of this policy, a complaint is defined as an expression of dissatisfaction, whether justified or not, related to our products, services, employees, or any other aspect of our business operations.
Principles
The following principles will guide the handling of complaints:
- “Nothing about us, without us” – This is a guiding principle for everything that we do, and must be considered for any and all decisions and processes.
- Accessibility: Complaint procedures will be easily accessible to all customers and stakeholders, ensuring equal opportunity for resolution, regardless of their background, disability, or communication preferences.
- Fairness: Complaints will be handled impartially, treating all parties involved with respect and providing them with an opportunity to present their concerns, without any adverse affects as a result of the complaint.
- Impacted Persons: Any person/s impacted by a complaint, regardless, if they are the complainant or not, must be involved in every stage of the complaints process.
- Timeliness: Complaints will be acknowledged promptly, and efforts will be made to resolve them within a reasonable timeframe. Regular updates will be provided to the complainant throughout the process.
- Confidentiality: Complaints will be treated with strict confidentiality, and personal information will be protected in accordance with applicable privacy laws and regulations.
- Resolution: Complaints will be resolved in a manner that is fair, appropriate, and seeks to address the underlying issues. The focus will be on finding mutually agreeable solutions whenever possible.
- Continuous Improvement: Complaints will be analysed to identify trends, systemic issues, or opportunities for improvement in our products, services, or processes.
Complaint Handling Process
The following steps outline the process for handling complaints:
- Lodging a Complaint:
Customers or stakeholders may lodge a complaint by any of the following means:- In person at Mobility Rentals & Sales’ premises or service location.
- By phone, on 1300 460 070.
- By email, by sending a complaint to wecare@mobilityrentals.com.au
- By completing the Online Feedback Form via the QR Code
- By Submitting an enquiry on our website.
- By mail, by sending a written complaint to 22/170 North Road, Woodridge, QLD, 4114.
- Acknowledgement:
Upon receipt of a complaint, it will be assigned to an appropriate person within the Management team. We will provide a written or verbal acknowledgment to the complainant, impacted person/s, and/or their representative, within 2 business days, confirming that the complaint has been received and outlining the expected timeframe for resolution.
Easy-Read Acknowledgement of complaints are available to all participants. We will always ensure we are communicating with you in your preferred method of communication and we will continue to make every effort to make our complaints process as accessible as possible.
- Investigation and Resolution:
Our management team will undertake a thorough investigation of the complaint. This may involve gathering relevant information, interviewing involved parties, or seeking additional expertise if necessary.
We value all feedback provided. We will support all persons in making a complaint, and we can guarantee, there will be no adverse affects from you making a complaint to us.
We will conduct our investigation promptly and work with you to provide an outcome as quickly as possible, but usually within 7 business days, unless there are exceptional circumstances that require an extended timeframe. We will always contact you to notify you of any delays and explain what is causing the delay and how we can support you in the meantime.
We will clearly document any investigations, including any and all conversations with the you, and any other relevant parties.
All information regarding the investigation and outcome will be provided to you. We will ensure your information is securely stored in accordance with our privacy policy, and is only accessed by those responsible for managing your complaint, or to relevant third parties such as the NDIS Quality and Safeguard commission, but only once we have obtained your consent to do so. - Communication and Updates:
Throughout the complaint process, we will maintain regular communication with you, providing updates on the progress and resolution of the complaint. Communication will be conducted in your preferred method of communication.
At any point, if you wish to make a complaint to the NDIS Quality and Safeguard Comission, we will support you in doing so. - Resolution and Outcome:
Once our investigation is complete, we will provide a verbal or written response to the you detailing the outcome of the investigation and any remedial actions taken or proposed. - Escalation:
If you are not satisfied with the resolution provided, you have the right to make a complaint to the NDIS Quality Safeguard Comission. We would be happy to support you in doing so, if there is anything you need from us, to assist you in making a complaint to the commission, please let us know.
If you request escalation, we will send you the details of how to make a complaint to the NDIS Commission via email or post. - Record keeping:
We will maintain accurate and confidential records of all complaints received for a period of seven years, including:- details of the complaint,
- the investigation process,
- Any proposed resolutions to the complaint
- Any action taken to resolve the complaint
- Outcome of any action taken
- How we will continue to support you moving forward
- Review and Improvement
This Complaints Policy will be reviewed periodically to ensure its effectiveness and compliance with applicable laws and regulations. Feedback from complainants and stakeholders will be considered to identify areas for improvement in our complaint handling process.
By implementing this Complaints Policy, Mobility Rentals & Sales is committed to addressing complaints promptly, fairly, and transparently, with the aim of maintaining high levels of customer satisfaction and continuous improvement in our products and services.