Complaint Policy

Making a Complaint

Part of having robust systems and processes is having a plan for how disputes will be resolved. We welcome every opportunity to resolve the concerns that our customers have with our products or team. If you have a complaint, are not happy with our service or just want more information we encourage you to contact us to let us know. By telling us, you give us the best possible opportunity of resolving queries before they escalate. We commit to always respond to complaints with sympathy and courtesy.

We have a six point complaint process;

1. We Acknowledge Within two business days of receiving your complaint we will
   acknowledge receipt of your complaint.

2. We Review We undertake an initial review of your complaint and determine what if
   any additional information or documentation may be required to complete
   an investigation. We treat all our customers with respect and courtesy.

3. We Investigate within 10 business days of receiving your complaint. We will investigate
   objectively and impartially, by considering the information you have provided us,
   our actions in relation to your dealings with us and any information which may be
   available, that could assist us in investigating the complaint.

4. We Respond Following our investigation we will notify you of our findings of your
   complaint and propose a resolution.

5. We Act Where appropriate we amend our business practices or policies.

6. We Record We will record the complaint for continuous improvement and
   monitoring through regular review.

There are a number of ways you can make a complaint with Easi and have it addressed. Your complaint can be addressed to any team leader at Easi and it will either be addressed by them personally or be referred depending on the severity of the complaint.

You can phone us on 1300 266 828 and speak with a team leader, you can write to us at
info@easigroup.com.au or you can arrange to meet with a team leader and discuss your complaint in person.