Introduction
This policy has been developed by REWARD MOBILE in accordance with ACIF Industry Code - Complaints Handling. No legal rights arise under this document.
This Complaint Handling Policy aims to:
- provide a framework for REWARD MOBILE employees to work with when handling complaints from customers;
- ensure consistency within REWARD MOBILE in handling and resolving complaints from customers; and
- assist REWARD MOBILE's commitment to provide quality products, services and customer service.
We will ask you when we need you to provide further personal information for any reason. Generally, we will only collect further personal information that is related to the services that you ask us to provide to you.
REWARD MOBILE defines the term complaint as any expression of dissatisfaction or grievance made to REWARD MOBILE by a customer or member of the public with any product or service of REWARD MOBILE, not including a request for information.
Lodgement of Complaints
REWARD MOBILE 's Customer Relations Officers will provide reasonable information and assistance to ensure that complaints are lodged effectively.
Complaints may be lodged by phone, electronic mail, fax or by letter. Complaints will be acknowledged and customers can be advised of a reference that can be used to identify progress of their complaint. To ensure the fastest response to your complaint, please include your Reward Mobile account number and mobile number.
Methods of contact for your complaint to be submitted to Reward Mobile:
Email: crelations@rewardmobile.com.au
Fax: 02 9954 4215
Postal Address: PO Box 1138
North Sydney
NSW, 2059
REWARD MOBILE has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.
Response to Complaints
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilised to ensure complaints are resolved promptly and courteously.
Managing our customer's expectations realistically is REWARD MOBILE 's goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis.
Records/ Systems
Complaints will be recorded and analysed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.
Review of Complaint Handling Process
REWARD MOBILE 's complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
Review of Complaint Handling Process
REWARD MOBILE 's goal in the area of complaints handling is to finalise complaints at first contact.
Where necessary, customers will be kept informed of the progress of their complaint and REWARD MOBILE 's internal escalation process.
Where a customer has exhausted their avenues for addressing their complaint within REWARD MOBILE or find those avenues unacceptable, they can be advised of external channels for escalation, such as the TIO.