Purpose The following policy outlines the Growing young’s Complaint and Dispute Resolution process.
Definitions For the purposes of this policy only, the following shall mean:
Customer Complaint: any complaint including those relating to unsatisfactory customer experiences, Health issues because of pre-existing health issues or sudden medical emergencies due to old age
Agreement reached between complainant and Growing young;
Decision by external dispute resolution forum; Complaint dismissed by external dispute resolution forum; Complaint withdrawn. 4 Policy a) In the first instance, the Growing young will always endeavour to resolve customer’s concerns or issues prior to them escalating into disputes. b) The Growing young will always endeavour to resolve any disputes in good faith directly with customers and other affected parties. c) The Growing young will respond to a complaint made in person or by phone within 2 working days. Complaints made in writing will be issued a written response within 10 working days. d) The Growing young’s response will confirm the details of the complaint, proposed actions, timelines and any reasons for the decision made, including details of any legislative or policy basis for the decision. e) The Growing young will implement an internal investigation system for customers who request a further review of the decision, including the opportunity to raise the complaint up to the level of senior management. f) The Growing young will ensure that this process is accessible and communicated to all customers raising a complaint, is fair and reasonable, and is regularly reviewed to ensure that its operation is efficient and effective. g) Where a customer is not satisfied with the response, the Growing young will provide customers with information about appropriate external dispute resolution forums . h) The Growing young will not attempt to recover any monies which are in dispute, until the dispute has been resolved.
Managing the customer complaint system;
Investigating customer complaints as per the Internal Investigation Process where resolution cannot be achieved by the Customer Service Department / Complaints Handling Officer or other Growing young Staff. The Community Relations Officer: is responsible for investigating customer complaints as per the Internal Investigations Process where resolution cannot be achieved by the Customer Service Team Leader. The Managing Partner is responsible for investigating customer complaints as per the Internal Investigation Process where resolution cannot be achieved by the Customer Service Team Leader.