Make a Direct Complaint

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Raising a Complaint Directly with the Service Provider

Preparation is Key

Before you speak with the service provider, have a think about what the service provider can do to solve your issue. Would you prefer them to reconsider a decision, add information, provide the service again, or complete a service which has already begun? It may be that you just want an apology, or want to be sure that a service provider has heard and understood your concerns. It helps to have your ideal outcome in mind before you begin.

Making Your Complaint

It is best to take action as soon as you can after the incident or concern arises. When you mention the problem to the service provider, be as specific as possible. It helps to write down the date and time of the incident, where it happened, the names of the people involved, and what happened during the conversation. Set a positive tone for the conversation by being as calm and clear as possible. At the end of the discussion, ask the provider for a date when you can expect a response. Make sure they have your current telephone number, e-mail address, or mailing address so they can get back to you.

What to expect

You should:
  • Feel like your complaint is being taken seriously
  • Know who will contact you about your complaint and when they will contact you
  • Have your complaint responded to within a reasonable timeframe – approximately 30 days
  • Be kept up to date on progress regularly if your complaint takes more than 30 days to resolve.
If the provider does not respond, or you are not happy with the response you receive, the next step is to lodge a complaint with us – click here to Lodge a Complaint Online.