A complaint is feedback you give us if you are unhappy with our service and you would like us to try to find a solution to the problem.
A suggestion or compliment is an opportunity for you to share a comment, opinion or idea about how we can improve something.
WAYS YOU CAN HELP US IMPROVE
- Discuss the issue or suggestion with the staff member who is directly involved.
- Discuss the issue with a Manager.
- Complete a Complaints and Feedback Notification Form. This form is on our website and it can also be sent to you or picked up from your nearest Northcott office.
- Phone calls, letters, emails and facsimiles are also welcome.
SUPPORT TO GIVE FEEDBACK
You can choose a person to support you to give feedback. This person can be a friend, family member, staff member or an advocate from another organisation.
WHAT HAPPENS AFTER A COMPLAINT IS MADE?
We Build Australia is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way.
We view feedback as a positive opportunity to improve the quality of our services and operations, and to strengthen relationships with our customers and with our community.
Complaints are treated confidentially. Only the people who need to help find a resolution will be involved. Our Quality Review Committee ensures the processes are followed in an appropriate and timely manner.
The target for finalising complaints is within 35 days from receiving the complaint. We will be in contact with you throughout the resolution process.
How you can contact us
Post to: Feedback & Complaints Dept. PO Box 3367 Parramatta NSW 2154
In person: At We Build Australia Pty Ltd
Phone: 1300 000 122
If you have a hearing, speech or communication impairment, phone the National Relay Service on 13 36 77