Complaints and feedback policy.

Effective Date: 01/01/2024

At Allied Partnerships Australia (APAus), we are committed to providing exceptional services and ensuring satisfaction for all users. This Complaints and Feedback Policy outlines how you can share your concerns or feedback and the steps we take to address them promptly and effectively.

1. Purpose

The purpose of this policy is to:

  • Provide a clear process for users to raise concerns, complaints, or feedback.

  • Ensure all complaints are handled with respect, confidentiality, and fairness.

  • Use feedback to improve our services, operations, and user experience.

2. How to Submit a Complaint or Provide Feedback

We welcome all complaints and feedback related to:

  • Our services, events, or programs.

  • Our website, including technical issues.

  • Interactions with our staff or representatives.

Contact Details:
You can submit your complaints or feedback via the following channels:
Email: accounts@alliedpartnershipsaustralia.com.au
Phone: 0427789298
Mail: Head Office 219 - 221 Conadilly Street, Gunnedah NSW 2380

Online Form:
For convenience, you can also submit your concerns through our Contact Form

When submitting a complaint or feedback, please provide:

  • Your full name and contact details.

  • A clear description of the issue or feedback.

  • Relevant dates, times, or supporting evidence (if applicable).

3. Timeframes for Response and Resolution

We are committed to acknowledging and resolving complaints promptly:

  1. Acknowledgement:

    • We will acknowledge your complaint or feedback within 2 business days of receipt.

  2. Investigation:

    • Depending on the nature of the issue, we may require additional time to investigate.

    • Most complaints will be resolved within 10 business days. If a resolution takes longer, we will keep you informed of progress and expected timeframes.

  3. Resolution:

    • Once the investigation is complete, we will contact you with the outcome and any actions taken.

4. Escalation Process

If you are not satisfied with the resolution provided, you may escalate the matter by:

  • Contacting a senior representative at APAus via the provided contact details.

  • Requesting a review of the decision or outcome.

We aim to address escalated concerns fairly and transparently within 5 business days.

5. Confidentiality and Privacy

All complaints and feedback will be treated with confidentiality and in accordance with our [Privacy Policy]. Personal information provided will only be used for the purpose of addressing your concern or feedback.

6. Continuous Improvement

We value your feedback as it helps us:

  • Identify areas for improvement in our services and operations.

  • Enhance user experience on our platforms.

  • Maintain the high standards of Allied Partnerships Australia.

7. Changes to This Policy

This policy may be updated periodically to reflect changes in our processes or feedback mechanisms. The most current version will always be available on our website.

8. Contact Us

If you have any questions about this policy or wish to provide feedback or lodge a complaint, please contact us at:
Email: accounts@alliedpartnershipsaustralia.com.au
Phone: 0427789298
Mail: Head Office 219 - 221 Conadilly Street, Gunnedah NSW 2380