Complaint Handling Policy

1. OBJECTIVES

We are dedicated to upholding our reputation for delivering exceptional service, and we greatly value your feedback as it helps us learn and grow. Our commitment is to handle complaints consistently, fairly, and impartially, with the aim of resolving them as swiftly as possible. This policy outlines the procedures for lodging a complaint with us and provides insight into how we manage and address complaints. Our objectives are to establish an open and transparent complaint handling system, outline guiding principles that govern our actions, set clear timeframes for complaint resolution, and detail how we record and utilize complaint data.

2. DEFINITION OF A COMPLAINT

In the context of our Building Surveying services, a complaint refers to an expression of dissatisfaction related to the services we provide.

It can also refer to a complaint about building works for which we have issued a Building Permit.

3. HOW TO MAKE A COMPLAINT

To make a complaint, you have two options:

• Complete our online Complaint Form, conveniently located on our website at http://codehq.com.au/complaint-handling
• Contact us directly by phone at (03) 9555 9511. If you choose to lodge your complaint over the phone, we may redirect you to our website to complete the Complaint Form. In certain circumstances, we may offer assistance in filling out the form on your behalf.

4. WHAT YOU NEED TO TELL US

During the investigation of your complaint, we rely on the information you provide and any relevant documentation already in our possession. We may reach out to you for clarification or request additional details if needed. To expedite the investigation process, please provide the following information:

• Your full name and contact details.
• Any special assistance you require.
• The property address associated with the complaint.
• The nature of your complaint.
• Whether you have previously raised this complaint with us.
• The desired outcome you seek.
• Copies of any supporting documentation or information.

5. RECORDING COMPLAINTS

We maintain detailed records of all complaints, including your name, contact information, information provided in the Complaint Form, communications exchanged, investigation outcomes, and any corrective or remedial actions taken. Your personal information is handled in accordance with our Privacy Policy and protected against unauthorized disclosure. In the course of investigating and resolving complaints, we may share your personal information with relevant third parties, such as builders, contractors, or regulatory authorities, as necessary or required by law.

6. OUR COMPLAINT HANDLING PROCEDURE

We want to keep you informed and involved throughout the complaint handling process. Here's how our procedure works:

• Acknowledgment: Upon submitting the Complaint Form, you will receive an email immediately, acknowledging the receipt of your complaint.

• Investigation: Management aims to resolve your complaint within 3-5 business days (urgent complaints are given the highest priority). However, certain circumstances may require more time, such as complex issues or the need for additional information. In such cases, we will notify you of the reason for the delay and provide an updated timeframe. You have the right to monitor the progress of your complaint by contacting us at any time.

• Response: Following the investigation, we will communicate the findings and any actions taken in writing. If you are dissatisfied with the process or outcome of our internal investigation, we may also inform you of available external avenues or remedies. At this stage, we may close the complaint if we deem the matter resolved, irrespective of your level of satisfaction.

• Action: If we identify any errors, we will take appropriate steps to rectify the situation. This may include commencing enforcement action against a builder or property owner, amending internal practices or policies and providing additional training to our staff.

• Recording: We maintain a comprehensive internal database of all complaints for handling purposes. Complaint data is analyzed to identify broader issues and address underlying causes.

7. COMPLAINTS UNDER INVESTIGATION BY THE VICTORIAN BUILDING AUTHORITY

If your complaint is currently under investigation by the Victorian Building Authority or any other government body, we will temporarily suspend further action until the outcome of that investigation is determined.

8. MANAGING UNREASONABLE COMPLAINT CONDUCT

We diligently consider the substance of all complaints; however, we reserve the right to discontinue investigating or addressing a complaint if the conduct of the complainant becomes unreasonable. Examples of unreasonable conduct include excessive or persistent repetition of an issue, inappropriate demands or expectations, abusive, trivial, or vexatious behavior, and persistent contact during or after our investigation.