What is a complaint?
The Standard defines a ‘complaint’ as an ‘expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected’. A trade practices complaint is any complaint that could relate to a contravention of the Competition and Consumer Act 2010 (the CAC Act). The CAC Act is a Commonwealth Act that sets the ground rules for competition, fair trading and consumer protection. A trade practices complaint includes any complaint about:
- misleading and deceptive conduct
- false or misleading representations
- advertising or selling
- product safety
- unconscionable conduct
- harassment or coercion
- warranties, refunds, repairs, replacements or compensation
- anti-competitive conduct
Further information about trade practices matters can be found in the booklets:
- The Australian Consumer Law.
- Restrictive Trade Practices.
Complaints Handling Policy:
At Haircare Australia we are committed to ensuring that we deal with complaints efficiently and fairly. We wish to work in a cooperative and productive way with our customers and staff to ensure that complaints are handled to the satisfaction of the complainant and our company. In order to demonstrate this commitment to our customers we have developed a detailed complaints handling procedure that will be followed by our staff to ensure that your complaint is handled:
- with fairness – to both the complainant and our company, or the person against whom the complaint is made; and
- with adequate resources – to ensure that the matter is resolved efficiently and to our customer’s satisfaction.
We also demonstrate our commitment to proper complaints handling by publishing this policy so that consumers are aware of our approach and also by making a copy of this policy available to consumers, staff and any other interested parties upon request. If you require further explanation of this policy, we will be pleased to do so upon request.
In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint. This will be recorded and will be passed on to an appropriate person for action.
You will receive a response from the person assigned to handle your complaint as soon as practicable. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation.
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring problems that may occur within our company.
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