| ACTION MERCANTILE
COMPLAINTS PROCEDURE
At Action Mercantile (Action) we take complaints about
our staff and organisation seriously as we are striving
to achieve the highest possible service standards.
If you have a complaint we have a formal complaint
handling process in place to ensure your concerns are
raised and dealt with in an appropriate and timely manner.
How to lodge a complaint
To ensure we can deal with your complaint effectively
and efficiently we require that you provide us with
the following information:
• Your name, address and phone number
• Your reference number we supply you
• Our clients name and debt amount
• The nature of the complaint
We have a lodgement form on this website to help you
complete your complaint.
If you wish to lodge a complaint through alternative
means you can address your complaint to:
Compliance Officer
Action Mercantile Pty Ltd
PO Box 7481
St Kilda Rd, Melbourne 8004
Email: complaints@actionaust.com.au
Telephone: (03) 9860 1800
Fax: (03) 9860 1822
Your rights
Action has adopted the principles outlined in the Australian
Standards for Complaint Handling.
These principles give you a right to:
• Make a complaint and to have the complaint
handled fairly,
• Be informed of the processes involved in making
the complaint, and
• Be advised of the outcome and the reasons of
that outcome.
If you are not satisified with the outcome of the investigation
you can contact the Complaints Officer to have the process
reviewed.
Our rights
Action staff have a right to be heard and to explain
the circumstances behind the complaint.
Compliance Principles
Commitment:
Action is committed to the efficient and fair resolution
of complaints.
Fairness:
The complaints handling process must always be fair
to both the complainant and to the staff of Action.
Resources:
Action provides resources that ensure an efficient
and effective complaint handling process.
Visability:
The complaints handling process is well publicised
within Action and is available externally to all members
of the public.
Access:
The complaints handling process is accessible to all.
Information on making and resolving a complaint is available.
The process is easy to understand and use, and in plain
language.
Assistance:
Action staff will provide any support required by a
complainant in making a complaint.
Responsiveness & Accountability:
Complaints will be dealt with in a timely and efficient
manner. Complainants will be treated courteously and
kept informed of the progress of the complaint. All
response times are reported and reviewed monthly.
Charges:
Lodging a complaint is free of charge.
Remedies:
The complaints handling process has the capacity and
authority to resolve and implement remedies.
Data Collection & Analysis:
All complaints and outcomes are recorded in the complaint
register. All complaints are categorised for analysis
of recurring problems.
Reviews:
The complaint handling process is continually reviewed
to ensure it delivers a fair and effective outcome in
a timely manner.
Training & Education:
Action staff training programmes are regularly reviewed
and upgraded to benefit from the findings and outcomes
achieved in the complaint handling process with the
aim of limiting the number of complaints.
On-line Lodgement Form
If you would like to lodge a complaint, please fill
in the form below. Upon completion of the following
form, please press “Submit” and your application
will be forwarded to the Compliance Officer.
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