Complaints and Dispute Resolution Policy
Purpose of this Policy
The Cigno (‘Cigno’) Complaints and Dispute Resolution policy is in place to ensure that Cigno staff and agents who have customer contact are capable of recognising when a borrower is making a complaint and understand how complaints are to be handled and/or referred.
It is the mission of CIGNO’s Internal Dispute Resolution (IDR) department to ensure that all borrower disputes are handled adequately internally.
Cigno believes that the customer’s needs come first. It is expected that all staff always act with customer service in mind. Prejudice or discrimination is not acceptable and results in large reprimands as per employee contracts.
Customer concerns must be treated with respect and answered to the best of the staff members’ ability. If a concern cannot be answered, the customer must be referred to a manager or the IDR Department.
Cigno has an open-door policy. If a customer so requests it, the customer can speak to any member of the company from staff right through to General Manager. This value is considered core to the business and what sets Cigno apart from other businesses.
This document will be reviewed annually by a responsible manager, executive or 3rd party consultant. The review will ensure continuing compliance with applicable laws, the requirements of any Licence issued to our business and relevant industry standards. The review will also ensure the guidance remains applicable to our business and continues to achieve its purpose.
What is a Complaint?
A complaint is any expression of dissatisfaction in relation to a company product or service, where a response or resolution is explicitly or implicitly expected.
Complaints can be made in writing (letter or email) or verbally (telephone or personal representation). Complaints might be made by any person, not necessarily only actual customers of the Company. Complaints must be resolved as expeditiously as possible.
Complainants must be:-
- treated with respect and provided with all documentation and evidence in support of their concerns;
- informed of the complaints handling process, including the avenues for further review; and
- informed of decisions and the reasons for those decisions.
Complaints handling officer
The complaints handling officer is in charge of the IDR department and is accountable for all disputes handled by the department.
- Email the IDR department at: firstname.lastname@example.org
- Fax the IDR department a letter to: 1300 66 14 15
- Mail the complaint addressed to:
The IDR Department
PO Box 3362 Australia Fair, Southport, QLD, 4215
- Phone the IDR department on: (07) 5644 3500
- Use the complaints link in the member login portal
If a complainant has chosen to email, fax or write to us with a complaint, the complainant will receive an acknowledgement so that the complainant has confirmation that we have received the complaint.
The IDR department will handle the complaint and will advise if any further information is needed. The IDR department will liaise with managers and staff and if appropriate determine a fair remedy.
Unless there are exceptional circumstances, a response to the complaint will be received within 15 working days of receipt of the initial complaint.
If we are unable to resolve the complaint within 15 working days we will:
- Inform the complainant of the reasons for the delay
- Specify a date when a decision can be reasonably expected
If a person (not necessarily a customer) contacts our business and expresses dissatisfaction with a product or service and expects a response or resolution, the incident must be recorded as a complaint.
Complaint handling procedure
The procedure can be summarised as follows:
|WHO||TASK||TIMING AND COMMENTS|
|The IDR Department||Acknowledge to the complainant that the complaint has been received and when they can expect a response.||Upon receiving complaint.|
|The IDR Department||Liaise with managers and staff and if appropriate determine a fair remedy||Within the time frame quoted to complainant|
|The IDR Department||Offer Remedy to Complainant to settle issue.||Within the time frame quoted to complainant|
|The IDR Department||If issue is settled, file forms and close complaint||If remedy is accepted by complainant|
|The IDR Department||If issue is not settled, revert back to management||If remedy is not accepted by complainant|
Our business will always seek to ensure that remedies are fair. In considering an appropriate remedy, we will have regard to the applicable legal principles, relevant codes of conduct, fairness to the complainant and good practice.
While financial remedies are not normally appropriate or necessary, in the event a financial remedy is deemed necessary, our business will ensure that fair compensation is provided. If any compensation is to be provided it must be approved by the General Manager or an Executive.
To fulfill the purpose of this policy, it is essential that a concise, informative, and plain English version of our complaints handling procedure is made available across multiple contact points. At a minimum, this includes:
- all business websites;
- any disclosure documents; and
- other points of customer contact.
Access to our complaints handling procedure is provided free of charge.
Staff must treat all complaints in confidence and only disclose the details of the complaint to those involved in the resolution process.