Customer Feedback Policy (Compliments and Complaints)

VETASSESS understands that feedback from our customers and stakeholders is important to our business.

Purpose

This policy outlines our approach to the management of feedback including compliments and complaints.

The team at VETASSESS will gladly receive and respond to all feedback from customers in a professional, timely and respectful manner.  In line with our quality principles, we encourage a culture of continuous improvement and subsequently recognise feedback as vital to the growth of our business.

Our policy adheres to applicable Australian government legal requirements, standards and guidelines.

The policy is based on the principles of natural justice and procedural fairness. We will ensure complaints are recorded, acknowledged and dealt with fairly, efficiently and effectively. Any concerns from customers will be dealt with in an equitable and impartial manner, respecting all privacy and confidentiality matters.

Scope of this policy

This policy applies to anyone who wishes to provide feedback on their experience with us.

Policy Details

Our customers may provide feedback by making a complaint, a compliment or a suggestion for improvement. All feedback is valued and is central to our continuous improvement practices and strategy.

A complaint is an expression of dissatisfaction about our services and gives our customers the chance to tell their side of the story.

Our customers can make a complaint regarding any aspect of their experience, including the assessment process and the assessment outcome, providing the grounds for making the complaint are reasonable.

Reasonable grounds for making a complaint include, but are not limited to:

  • An assessment decision that is inconsistent with our published criteria or that you believe was made without sufficient consideration of the evidence provided
  • Negligent conduct of any staff member in relation to the assessment process or outcome.

All complaints will be reviewed, analysed and escalated to senior management for attention.

The process of making a complaint

  1. Lodge your complaint
    Contact us and submit your complaint (or compliment) through the Online Feedback Form on our website.
    Alternatively, you can contact us by phone +61 3 9655 4801

  2. Acknowledgement
    We will generally acknowledge your complaint immediately upon receiving it, however some services may require up to two working days to acknowledge your request.

  3. Investigation
    We will investigate the circumstances around your complaint. We may need to contact you for more information at this point.

  4. Response
    We aim to respond to your complaint within 10 business days. If you have a complex complaint, we may need some more time. In this case, we will inform you in writing and give you the reasons why we need more time.

If you are not satisfied with how your complaint was resolved

Our complaints process does not remove your right to take further action under Australia’s consumer protection laws.

If you are not satisfied with our complaints handling process, you have the right to pursue other legal remedies through relevant government channels such as by sending a complaint to the Victorian Ombudsman.