Common use of Making a complaint Clause in Contracts

Making a complaint. If we have been unable to resolve the concern to the member’s satisfaction, in the first instance, members should follow our complaints procedure, which is set out below and available on our website. We take all complaints seriously and view them as a way to better understand members’ needs and improve our service levels where possible. Our complaints procedure can be used if a member believes that we: ▪ have not complied with our published service standards; ▪ have not applied stated policy (all applicable policies are available online) or followed a stated procedure (including any procedures referred to in this code or that we may otherwise have published from time to time, relating to the termination of membership); ▪ have not applied a provision of this code or our complaints procedure; ▪ have not followed due process in setting a policy and this has adversely affected the administration of their rights; and/or ▪ have not complied with a provision of the membership agreement.