We are committed to resolution of any concerns or complaints quickly, fairly and efficiently. We welcome feedback and complaints as a positive means of reviewing and improving our business practices. Our internal dispute resolution (IDR) process is open to anyone who deals with us.
All VSPRY service staff are expected to inform complainants about our complaint handling processes as soon as they become aware of a concern, to give high priority to resolving complaints quickly and to assist any complainant through the process. A VSPRY senior manager is responsible for compliant management and compliance, and they oversee a register of all complaints, resolutions, analysis and actions to improve our business practices. We report annually to regulators on any compliance breaches indicated through the complaints process and the policies and procedures subsequently implemented to improve our business practices.
We adopt the definition of “complaint” in AS ISO 10002-2014, namely “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”. Our definition extends to posts on a social media channel or account owned or controlled by VSPRY, where the author is both identifiable and contactable. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.
If a complaint is justified, the senior manager will recommend a solution comprising one or more of the following:
Unless the statute of limitations is about to expire, legal proceedings will not be commenced or continued nor will any other enforcement action be taken during the IDR period and for at least 14 days from giving a final response.
You can also approach the Office of the Australian Information Commissioner about the way we handle your personal information. The Commissioner can be contacted via post to GPO Box 5218 Sydney NSW 2001, or via telephone on 1300 363 992, or via email at firstname.lastname@example.org, or via their website.