3. How to make a complaint

• Informal resolution

• In many cases, complaints can be resolved informally. If you feel comfortable, you may address the issue directly with the relevant staff member.

• Formal complaint
  

• If the issue cannot be resolved informally, or you are dissatisfied with the response, you may submit a formal complaint.
• Formal complaints should be made in writing and include:
  
  • Your name and contact information
  • Details of the complaint (dates, times, individuals involved)
  • Any relevant evidence (emails, receipts, etc.)‍
• How to submit a complaint
• Using the above form
• Email
• Mail: 4 Glenarm Court, Flagstaff Hill, SA, 5159

4. Acknowledgement of complaint

• We will acknowledge receipt of your complaint within [X] working days. This acknowledgement will include:
• A unique reference number for your complaint
• The name of the person handling your complaint
• An estimated time for resolution

5. Investigation process

• Once we receive your formal complaint, we will:
  

1. Investigate the matter thoroughly and fairly.
2. Gather relevant information from those involved
3. Ensure impartiality in the investigation.

• The investigation may take up to 30 days, depending on the complexity of the issue. We will inform you of any delays.
  

6. Outcome

• After the investigation is complete, we will notify you of the outcome in writing. The response will include:
• A summary of the findings
• Any action(s) we will take (if applicable)
• Suggestions for resolution (if applicable)
• If your complaint is upheld, we will explain how we will prevent similar issues in the future.

7. Appeals

• If you are dissatisfied with the outcome of your complaint, you may appeal the decision within 7 working days of receiving our response.
• The appeal should be submitted to Andre van Jaarsveldt, who will review the complaint and outcome and provide a final response within 7 working days.
  

8. External review (optional)

• If you remain dissatisfied after the appeal, you may escalate your complaint to an external body such as [Regulatory Authority, Ombudsman, etc.). Contact details for external reviews can be found below
• Ombudsman
  Phone: 08 7322 7020
  Website
  

9. Record keeping

• All complaints will be logged and tracked to ensure timely and effective resolution.
  
• Records of complaints and their outcomes will be retained for 5years in line with our data retention policy.
  

10. Confidentiality

• All complaints will be treated with the utmost confidentiality and in accordance with relevant data protection laws.