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Commitment & Resource:
ARL is committed to the efficient and fair resolution of complaints and the resources required for efficient and effective handling of complaints will be made available.
Fairness:
The complaints handling process must always be fair to both the complainant and to ARL and staff members.
Visibility:
The complaints handling process is well publicised within ARL and is available to all members of the public on the web site.
Access:
The complaints handling process is accessible to all. Information on making and resolving a complaint is available, easy to understand and use, and in plain language.
Assistance:
When required, ARL staff will provide the necessary support in the formulation and lodgement of complaints by consumers.
Responsiveness & Accountability:
All complaints will be dealt with promptly and complainants will be treated courteously. ARL will advise estimated response and resolution times for a complaint. Response times for complaints resolution will be monitored as part of ARL’s management reporting.
Charges:
The complaints handling process is free.
Remedies:
The complaints handling process has the capacity and authority to resolve and implement remedies.
Data Collection & Analysis:
All complaints and outcomes will be recorded. ARL maintains a complaints register and complaints will be classified and analysed for identification of systematic and recurring problems.
Reviews:
The complaint handling process is regularly reviewed as part of the Quality Assurance System audit process, to ensure it is efficient and delivering effective and fair outcomes in a timely manner.
Training & Education:
ARL staff training and education programs are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the complaints handling process with the aim of limiting the number of complaints.
Complaints Handling Procedure:
ARL has a Complaints handling and monitoring Processes that is designed to comply with the Australian Standard on Complaints Handling and ensure that your compliant is handled in a fair and appropriate manner.
Do you have a complaint?
To be able to resolve your complaint we will need:
1. All your contact and identification details: This includes your full name, business and/or company name, phone, fax and mobile numbers, email and postal addresses.
2. Details about your complaint: This will allow us to undertake an investigation on your behalf. The details we require include the nature of complaint, reference numbers (if applicable), dates, names, amounts, phone numbers, and our client, if relevant.
How to lodge a complaint:
If you would like to lodge a complaint please send it to ARL;
If your complaint relates to privacy - email: privacy@arlcollect.com.au
If your complaint relates to compliance - email: compliance@arlcollect.com.au
If your complaint relates to an outstanding account - email: info@arlcollect.com.au
Compliant Response time:
You will receive an acknowledgement of your complaint within 2 working days.
Your rights and responsibilities:
- You have the right to make a complaint and to have that complaint handled.
- The principles of the Australian Standard: Complaints handling outline the manner in which your complaint will be handled by ARL.
- If you are dissatisfied with the result of our investigation or you feel the process was not fair to you, please contact our Compliance Officer using the contact details above.
ARL’s obligations and rights
- To use the complaints handling principles to resolve your complaint.
- To resolve all complaints in a fair and equitable matter for both parties.
- To take sufficient time to complete an investigation into your complaint and to keep you informed of the expected completion date or progress made.
- To continuously improve our business and processes.
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