5.1. Lodge Complaint
You may lodge a complaint with us by telephone, email or post (see below for contact details)
if you phone use we will try to resolve it by phone, but if you are not satisfied you have the right to then put your complaint in writing – by letter or email.
All complaints must clearly state the nature of the problem and give sufficient information so that we can understand and deal with the problem and verify that you are the person concerned in accordance with AML/CTF legislation.
Interpretation will be arranged if required.
This will usually require you to supply, and for us to verify, at least your name and address particulars and/or telephone number.
5.2. Acknowledge Complaint
Privacy Manager confirms receipt of your complaint to you.
5.3. Negotiation Process
Privacy Manager clarifies facts if required, reviews data and data sources and suggests possible solutions.
If the complaint is about personal information alleged to be incorrect, the provisions of our Privacy and Security/Risk Policy relating to correction will apply.
If a solution cannot be agreed the problem will be escalated to the CEO, who will make a final internal determination.
5.4. Finalising Dispute
Once the matter is finalised the customer is advised (in writing if requested) of the reasons for our determination.
If the complaint concerns a privacy matter, the individual is advised of their right to take the matter to the Privacy Commissioner, and contact details are provided.
All verbal and written correspondence and final determination is filed in the Contacts Plus complaints register.