Complaints and Internal Dispute Resolution Procedure

Ezi-Plan Furniture & Electrical has a commitment to effective and efficient complains handling and have established a specific customer focused complaints handling policy. This policy will be conveyed to and understood by all staff and respresntatives and associates with the organisation. It will also be conveyed to new, existing and potential clients and other interested parties. A brochure outlining our complaints handling procedure is to be readily available to all clients.

Management has access to details regarding complaints being received so it can monitor the types of complains being received, implment improvements to existing systems and processes and ensure that all complaints are handled in an efficient and effective manner.

Before we can commence the complaint handling process, we must clearly identify that the "feedback" from the client is, in fact a complaint. A complaint is defined as follows;

"An expression of dissatisfaction made to an organisation, related to its products or services, or complaints handling process itself, where a response or resolution is explicitly or implicity expected."

Complaints Policy

Ezi-Plan Furniture & Electrical is committed to customer focused, effective and efficient complaints handling. We will endeavor to have a fair and reasonable outcome for all parties.

To further aid the complaints handling process we have an Internal Disputes Resolution (IDR) procedure and whilst we will strive to meet client expectations, we realise that, from time to time, we may not be able to do so. If this is the case; clients will have full access to an Australian Securities and Investment Commission (ASIC) approved External Dispute Resolution Scheme (EDRS), this being the Financial Ombudsman Service (FOS).

In line with regulation there is a two stage complaints process. Each complaint will be treated in an unbiased manner and all allegations investigated  through with a view to providing a satisfactory resolution. Complaints from clients are an integral part of the business as they provide us with an opportunity to review our advice, systems and procedures to ensure that clients needs are being met.

Outline

If the feedback from the client meets the definition, set out below is the basic outline of the complaints handling process:

Client complaint is received. This can be conveyed in any of the following ways:

Upon receipt of the complaint, it will be directed to the complaints handling personnel.

An acknowledgement is to be sent to the complaintant within 5 working days. This can be done either by mail, fax or email; a phone call may also be made to the complaintant at the represntatives discretion.

A full response and resolution to the complaint is to be provided to the complaintant within 30 working days.

The complaintant must be advised of his/her right to continue onto an EDR if he/she is not satisfied with the response and outcome provided.

Process

The above outlined provides the brief process that is to be followed in relation to the complaintant. Set out below is the internal process which is to be followed to ensure that targets are achieved and the process can be efficiently tracked. This process will also allow efficient reporting for management to track. The process has been split into two categories:

Where the complaint is received during a meeting with the client, the following details must be recorded:

If the client is not fluent in English, an independent interpreter will need to be appointed.

Immediately after the meeting these details are to be sent to the complaints handling team Ezi-Plan Furniture & Electrical on the prescribed form together with any supporting documentation.

Written complaints, either letter or fax are to be directed immediately to the complaints handling team.

In all cases the Credit Respresentative is required to provide a written statement  providing a detailed response to all allegations made by the client. The statement, together with a copy of the full client file is to be sent to the complaints handling team, Ezi-Plan Furniture & Electrical. Where file notes or client records are kept electronically, a hard copy of the records is to be sent to the complaints handling team.

Complaints Received by Credit Representative

Step Action Working Days
1 Complaints received by the Credit Representative - Copy retained and origional sent to Ezi-Plan Furniture and Electrical Head OFfice - Use "Personal Complaint" or "Telephone Complain" templates when complaints is not received in writing. 1
2 Acknowledgement sent to client 2-7
3 Ezi-Plan furniture & Electrical Head Office complaints committee notified 2
4 PI Insurers notified (if applicable) 2
5 Identify if additional information is required to provide response to client and who can provide the information i.e Credit Representative or internally. If NO go to step 6, if YES go to step 7. 2
6 Commence Investigation, go to step 9. 3
7 Email or if Email not available Fax; request for additional information to associated party. 3
8 Additional Information received from associated party. 4-8
9 Completed investigation and identify if matter is able to be resolved.
If YES then the matter is to be escalated to Ezi-Plan Furniture & Electrical		 8-13
10 Ezi-Plan Furniture & Electrical Head Office complaints committee is to take action. 14
11 Finalise Response. 18
12 Update complaint date base register. Go to step 13 18
13 Provide response to client (with resolution or not able to resolve either way) and confirm EDR scheme details. 25

Complaint Received by Head Office

Step Action Working Days
1 Complaint received by Ezi-Plan Furniture & Electrical Office 1
2 Copy sent to Credit Represntative 1
3 Complaint logged into complaint data base register 2
4 Acknowledgement setn to client 2-7
5 Head Office Complaints committee notified 2
6 PI Unsurer notified (if applicable) 2
7 Identify if additional information is required to provide response to client and who can provide the information i.e Credit Representative or internally. if NO go to step 8, if YES go to step 9. 2
8 Commence Investigation, go to step 11 3
9 Email request for additional information to associated party. 3
10 Additional information received from associated party 4-8
11 Complete investigation and identify if matter is able to be resolved.
If yes then the matter is to be escalated to the Complaints Committee, If NO go to step 15.		 8-13
12 Take Action 14
13 Finalise Response 18
14 Update complaint data base register 18
15 Provide response to client (with resolution or not able to resolve either way) and confirm EDR scheme details. 25

 Resolution of the Complaint

Once resolution of the complaint has been arrived at, the matter is to be passed onto the Complaints Committee.

Reporting

Apart from the processes, to meet the standards, it is recommended that all complaints be monitored regularly and that reports be provided to management. Reporting is designed to assist management to identify:

The following regular reports will be provided to management on a regular (monthly) basis

Any questions regarding this process or suggested improvements can be directed to head office on
(03) 5335 8405

Conditions apply. Products are subject to availability. Credit check criteria applies
Ask in store for detail of full terms and conditions available on application.
Pricing is based on an indefinite period rental agreement with a calculation period of 12 months.