eReports Complaints Process
Complaints are a valuable source of feedback and an important tool for business and staff development. Diligent and prompt attention to complaints can help us identify the needs of our clients and stakeholders, understand our business shortcomings, increase client satisfaction and improve overall performance.
What is a complaint?
There are many definitions of complaints however for this document eReports defines a complaint as “a generic term referring to the expression of dissatisfaction, orally or in writing, about the service or actions of an agency, associated practitioners or its staff.”
If contact with eReports is essentially an inquiry (i.e. seeking information) or just a simple query (i.e. asking a question), then such a contact would not constitute a complaint under these procedures.
Lodging a complaint
Who can make a complaint?
Any member of the public covered by these procedures may lodge a complaint about the services, products, actions or decisions provided by the company (eReports Pty Ltd).
All complaints will be treated in the strictest confidence.
How complaints can be made?
Complete information about the eReports complaints management procedures including how and to whom complaints should be addressed is available for download here.
Complaints can be received either verbally or in writing. Wherever possible, complaints should be submitted in writing so that all aspects of the complaint can be accurately investigated. The complaint form (Attachment 2) provides an outline of the type of information that is required when lodging a complaint.
All written complaints should be addressed to the Chief Executive Officer, as follows:
Level 8, 459 Little Collins Street
Melbourne VIC 3000
Verbal advice about making a complaint may be sought from eReports National telephone support: 1300 130 963.
In circumstances where the complainant:
- Can not lodge their complaint in writing, the receiving officer will record all particulars of the complaint
- Is unable to speak or write in English, they may be referred to the National Translating and Interpreting Services: TIS National’s immediate phone interpreting service is available 24 hours a day, every day of the year by calling 131 450.
There are no charges to the complainant for complaints lodged with eReports.
As indicated in the eReports complaint form, verbal complaints should include, where possible:
- the complainant’s name and contact details
- full details of the events, dates and places concerning the complaint
- the names of others who may have witnessed or have information about the complaint
- any other evidence that supports the complaint
- the desired outcome.
When creating a record of the complaint, the receiving officer should:
- work through the complaint form with the complainant, listening carefully to document the complaint as dictated
- provide further information about the complaint management process
- have the complainant sign the complaint form (where possible) or acknowledge the complaint details
- provide the complainant with a copy of the form
- refer the record of complaint to the Chief Executive Officer.
While anonymous complaints are not encouraged, they are accepted. They may be lodged either in writing or accepted by an employee as an oral statement. Complainants are encouraged to provide as much information as possible which may be of assistance when investigating the complaint. It should, however, be noted that an anonymous complaint might be more difficult to investigate as, for example, further details of the circumstances relating to the complaint might be difficult to obtain.