Complaint Handling Policy

Dynamic Methods actively encourages you to provide feedback on our service standards, products, processes and employees. The Dynamic Methods team is committed to providing an effective and open complaints handling process.

Visibility and Access

Dynamic Methods provides options to record a complaint and when required complaints are escalated. The complaints handling process is always available on our public website www.dynamicmethods.com.au.

Options for making a complaint include:

• Contacting a Dynamic Methods leader on ph: +61 8 8223 4344
• Sending a letter, addressed to: Client Service Manager, 71 Angas St, Adelaide SA 5000
• Emailing us at clientservices@dynamicmethods.com.au

Fast Response

Our customers should expect and receive a prompt and courteous response to their complaint. All complaints are captured and categorised in our customer relationship system. We are committed to initially responding within two ‘business’ hours and keeping the complainant informed of progress (normally by email or phone), through to resolution.

Fair and Hassle Free 

Dynamic Methods complaints policy and handling process is based on the principle of natural justice and ensures fairness for both the complainant and Dynamic Methods. Our investigation of a complaint will always be objective and will be conducted by a senior member of staff. In situations where independent guidance is required we will work with qualified dispute resolution professionals.

Confidentiality  

Personal identifiable information concerning the complainant should be available for the purposes of addressing the complaint within the customer organisation. The complainant will be protected from disclosure, unless the complainant expressly consents to disclosure.

Investigation and the Resolution of Complaints  

Dynamic Methods ensures that its employees have sufficient decision making authority to resolve complaints quickly and fairly. Resolution will be based on comprehensive investigation, identifying corrective actions and implementing proactive continuous improvements.

Accountability

All complaints are recorded and data submitted for collation and analysis. Our processes ensure that through regular reviews we identify and prevent problems reoccurring

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