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Carer Mate is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from CEO down.
The Carer Mate Customer Care Policy is designed to ensure all complaints are handled as efficiently and effectively as possible. As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
We aim to resolve your complaint as soon as possible with a positive outcome. Please call our customer service and we’ll do our best to fix any problems you may be having with our service, as soon as possible.
- To provide an efficient, fair and structured mechanism for handling complaints.
- To provide our customers with access to the complaints handling process, including those customers with disabilities and additional needs.
- To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
Handling Your Complaint:
Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within two business days. We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within thirty calendar days. Complex complaints may take longer than thirty calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
Carer Mate Complaint Handling Process:
If you have a complaint regarding any aspect of your account or dealings with Carer Mate, we urge you to telephone our Customer Service in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
If you prefer to put your complaint in writing, we will respond to your letter or email and will confirm any details in writing if you request us to do so.
You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.
Complaints made to our company are overseen by our customer service management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take fifteen business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).
If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will make a senior management representative available to address the complaint as soon as possible.
When your complaint is resolved, we will confirm this with you within ten business days.
If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:
The Fair Trading Office in your state;
The Australian Competition and Consumer Commission; and/or
You may also obtain legal advice from your solicitor as an alternative avenue for resolution.
If you don’t speak English, you can call the Commonwealth Government’s Translating and Interpreting Services on 131 450.
Office of the Federal Privacy Commissioner
The Office of the Information Commissioner can assist you with all matters related to privacy. To lodge a complaint, you can call 1300 363 992 or visit http://www.oaic.gov.au