1. About this policy and procedure 1.1 Document purpose: Gelos Enterprises is committed to providing excellent customer service in accordance with our core values, business goals and strategic plan. This policy: . provides an avenue for customer communication and feedback recognises, promotes, and protects the customer's rights, including the right to comment and provide feedback on service . provides an efficient, fair, and accessible framework for resolving customer complaints and monitoring feedback to improve service delivery informs customers on the customer feedback handling processes provides staff with information about the customer feedback process. 2. Policy application All staff, contractors and consultants must comply with this policy in their conduct of official business for Gelos Enterprises. This policy covers all complaints lodged with Gelos Enterprises concerning matters under Gelos Enterprises' control and management.3. Introduction Gelos Enterprises recognises, promotes, and protects the rights of individuals or organisations to make a complaint and promotes and manages complaints in a timely and confidential manner at the first point of contact. At Gelos Enterprises, we provide services that are: . provided with due care and skill . fit for any specified purpose (express or implied) . delivered within a reasonable time (when no time is set). Source: Consumers' rights & obligations. (2021). ACCC. Retrieved 22 December 2021, from https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights- obligations#dealing-with-customer-complaints We value and welcome feedback via complaints as they help improve our products, services, and customer service. We will always investigate and remedy customer complaints ourselves, including if the complaint involves one of our business partners. The customer will deal only with us until we have rectified the situation to mutual satisfaction. We will take a proactive approach to customer feedback. Complaints are managed in line with Gelos Enterprises' policies and procedures and, the complainant does not drive the process.4. Customer Complaint Procedures 4.1 Recording complaints All verbal or written complaints are recorded in the Complaints Management Register when received or soon afterwards. Our standard is 48 hours. The staff member who took the complaint details makes the record. When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint, including: . the date and time of the complaint . details of the service provision details of the problem or issue . suggestions made by the complainant contact details and preferred mode of contact . service commitments made to the complainant . copies of any documentation relating to the complaint. All details are held in line with our privacy and confidentiality policies. The Reception Manager monitors complaints and resolves any ongoing issues.4.2 Informing customers of the progress We acknowledge written complaints within 43 hours and resolve all complaints within ten working days. Customers are informed of complaint progress and of am...r changes to products or services that arise from the complaint. Gelos Enterprises contacts customers for feedback on the complaints resolution process. 4.3 Responding to complaints We maintain and enhance our reputation of providing high-quality service while responding to customer complaints. We are consistent, fair, and impartial in the way we receive and manage customer complaints. Complainants are treated with courtesy and respect. Where possible, we resolve complaints at the first point of contact. A customer service specialist, allocated by the Reception Manager, is assigned to any customer presenting with a complex complaint requiring extended attention. Complaints can be resolved by: making changes, deemed appropriate by the managers, to products, services, and contracts . training of staff to understand Gelos Enterprises' products, services, and operations . investigations made around the area of the issue by management . providing information that informs the complainant of the reasons why a decision or change in service occurs.4.4 Escalation of complaints Complaints that are unresolved after initial investigations progress to the Reception Manager for resolution. The customer is informed of the procedure and given a new tirnefrarne for resolution. 5. Reporting and complaints management Complaints management data is regularly reported and forms part of our continuous improvement at Gelos Enterprises. Recorded information includes: . number of complaints received amount of time taken to resolve the complaints . nature of complaints received . satisfaction levels of customers after complaint resolution . service improvements made as a result of the complaints received.6. Document information and review 6.1 Responsibilities The following positions and departments are responsible for this policy and procedure. Table 1 - Responsibilities Position Responsibility CEO Approver for this policy and procedure. Reception Manager Authoriser for this policy and procedure 6.2 Definitions The following definitions clarify the terms and words that are specific to this policy and procedure.Term Definition Complainant Customer or member of the public making the complaint. Complaint An expression of dissatisfaction with a decision, policy, procedure, charge, employee, contractor, or the quality of the service provided. 6.3 Document review This policy and procedure will be reviewed every 12 months. Review date: 22/10/20XX6.4 Document authority This policy complies with the Competition and Consumer Act 2010 and all other relevant legislation. The Australian Competition and Consumer Commission (ACCC) enforce the Act. The ACCC guides the writing of this policy and related procedures. The Reception Manager authorised this policy and has made it available to all staff. The policy and procedure are on our website for public viewing by clients. The CEO of Gelos Enterprises approved this Customer Complaint Policy in line with all relevant legislation and in consultation with committee representatives. The policy is revised annually. Approval date: 22/10/20XX