Common use of HANDLING COMPLAINTS Clause in Contracts

HANDLING COMPLAINTS. a) The Lessee may file a complaint under this Rental Agreement by contacting the Dispute Resolution Officer. Unless otherwise determined by the Dispute Resolution Officer, all complaints must be in writing to P O Box 100, Macarthur Square NSW 2560. Complaints will be dealt with and, where possible, resolved at operational level. On receipt of a written complaint from the Lessee, the Dispute Resolution Officer shall promptly reply (within 7 Business Days) acknowledging receipt of the complaint. The Dispute Resolution Officer shall immediately investigate the complaint and if necessary correspond directly with the Lessee in relation to the disputed matter. b) The investigation will consider the nature of the complaint, whether the Lessee complied with the Rental Agreement and any proposed resolution. c) The Dispute Resolution Officer will within thirty (30) business days of receipt of the notice of dispute from the Lessee or a longer period of up to 90 days if agreed by the Lessee, finalise the investigation of the dispute and report in writing to the Lessee the result of the review. d) Where the dispute is not resolved to the satisfaction of the Lessee, the Lessee has the right to refer the matter to the Director/Responsible Manager within thirty (30) days. If practical the Director/Responsible Manager will meet with the Lessee to consider the dispute. The Lessee will be entitled to be present at the meeting with or without legal representation and to be heard either in person or through the Lessee’s legal representative. e) Subsequent to the meeting with the Lessee, the Director/Responsible Manager will have a maximum of fourteen (14) business days within which to consider the complaint and either accept, reject or resolve the dispute. The Director/Responsible Manager will notify the Lessee within twenty one (21) Business Days of the hearing of its decision. f) If the Lessee is dissatisfied with the determination of Director/Responsible manager then the Lessee may refer the complaint to the external dispute resolution service the Owner subscribes to. You must not file a complaint with the Owner’s external dispute resolution service unless you first attempted to resolve the complaint/dispute with the Owner under its internal dispute resolution mechanism. The Owner’s Credit Guide which was provided to the Lessee contains details of the external dispute resolution service provided by Credit Investments Ombudsman (CIO). CIO details are as follows: CIO PO BOX A252 SYDNEY SOUTH NSW 1235 Telephone ▇▇ ▇▇▇▇ ▇▇▇▇ ▇▇▇.▇▇▇.▇▇▇.▇▇ Membership Number: M0006273

HANDLING COMPLAINTS. a) The Lessee may file a complaint under this Rental Agreement by contacting the Dispute Resolution Officer. Unless otherwise determined by the Dispute Resolution Officer, all complaints must be in writing to P O Box 100, Macarthur Square NSW 2560. Complaints will be dealt with and, where possible, resolved at operational level. On receipt of a written complaint from the Lessee, the Dispute Resolution Officer shall promptly reply (within 7 Business Days) acknowledging receipt of the complaint. The Dispute Resolution Officer shall immediately investigate the complaint and if necessary correspond directly with the Lessee in relation to the disputed matter. b) The investigation will consider the nature of the complaint, whether the Lessee complied with the Rental Agreement and any proposed resolution. c) The Dispute Resolution Officer will within thirty (30) business days of receipt of the notice of dispute from the Lessee or a longer period of up to 90 days if agreed by the Lessee, finalise the investigation of the dispute and report in writing to the Lessee the result of the review. d) Where the dispute is not resolved to the satisfaction of the Lessee, the Lessee has the right to refer the matter to the Director/Responsible Manager within thirty (30) days. If practical the Director/Responsible Manager will meet with the Lessee to consider the dispute. The Lessee will be entitled to be present at the meeting with or without legal representation and to be heard either in person or through the Lessee’s legal representative. e) Subsequent to the meeting with the Lessee, the Director/Responsible Manager will have a maximum of fourteen (14) business days within which to consider the complaint and either accept, reject or resolve the dispute. The Director/Responsible Manager will notify the Lessee within twenty one (21) Business Days of the hearing of its decision. f) If the Lessee is dissatisfied with the determination of Director/Responsible manager then the Lessee may refer the complaint to the external dispute resolution service the Owner subscribes subscribe to. You must not file a complaint with the Owner’s external dispute resolution service unless you first attempted to resolve the complaint/dispute with the Owner under its internal dispute resolution mechanism. The Owner’s Credit Guide which was provided to the Lessee contains details of the external dispute resolution service provided by Credit Investments Ombudsman (CIO)COSL. CIO COSL details are as follows: CIO COSL PO BOX A252 SYDNEY SOUTH NSW 1235 Telephone ▇▇ ▇▇▇▇ ▇▇▇ ▇▇▇ ▇▇▇.▇▇▇▇.▇▇▇.▇▇ Membership Number: M0006273