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Complaints Policy & Process

1. Purpose

This policy is to ensure that the company provides and maintains exceptional customer service and manages customer complaints compliantly.

 

2. Principles for Dealing with Complaints

  1. The Complaints Policy requires that all complaints be dealt with in a supportive environment free of victimisation or intimidation of anyone connected with the complaint, either during or subsequent to a complaint resolution procedure.

  2. Informal and early resolution of complaints are encouraged.

  3. Complaints processes will be conducted in accordance with the principles of natural justice, and include:

    • an opportunity to be heard in a manner that provides sufficient time and information to prepare a statement;

    • an absence from bias through decision making by persons who are disinterested or unbiased in relation to the matter to be decided;

    • timely handling of complaints so that issues are brought to a point of clear resolution without undue delay.

  4. Subject to paragraph 5, confidentiality will be respected and maintained at all times.  Occasionally, however, serious allegations arising during investigation of a complaint may require such allegations to be reported to external authorities.

  5. Any individual who makes a complaint and any staff member on whom the complaint has a direct impact will be regularly informed of the progress of the matter.

  6. Where the individual is not satisfied with the outcome proposed by the company, they may access appropriate external or higher bodies, which may rule on such resolutions and the processes used to arrive at the resolution.

  7. The Complaints Policy applies to all individual complaints relating to all Chi Balance products and services.

 

3. Process

Your satisfaction is important to us. For any grievances or complaints, please send an email with all relevant details to connect@chibalance.au. Based on the complaint, one of our team members may contact you directly by phone or send you a form to complete. Our team will make every effort to resolve your issue as quickly as possible and ensure that you are satisfied and treated with respect at all times through the process. 

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If you are not satisfied with the resolution provided by the Company, you may escalate the complaint to external industry or government bodies as you feel necessary.

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This procedure is reviewed annually in accordance with the Policy Review Schedule.

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