Make a complaint

HelloCare Pty Ltd seeks to maintain and enhance our reputation of providing our readers and audience with high-quality content.

We value feedback as it assists us to improve our content and services.

HelloCare is committed to being responsive to the needs and concerns of our readers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our readers and team members on the manner in which HelloCare receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

• You are aware of our complaint lodgement and handling processes,
• Both you and our staff understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information or evidence,
• We take reasonable steps to actively protect your personal information,
• Your complaint is considered on its merits taking into account individual circumstances and needs.

When handling complaints, we observe these five fundamental principles:

• fairness
• accessibility
• responsiveness
• efficiency
• integration.

Definition of a complaint

In this policy, a complaint means an expression of dissatisfaction by a reader relating to the content or service provided by us.

How a complaint can be made

• By writing to us Level 5, 114 Flinders St Melbourne
• By emailing us at complaint@hellocare.com.au

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding.

We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

• Your name and contact details*,
• The nature of the complaint,
• Details of any steps you have already taken to resolve the complaint,
• Details of conversations you may have had with us that may be relevant to your complaint,
• Copies of any documentation which supports your complaint.

*Please note you, if you wish, you may place an anonymous complaint. In this circumstance we will be unable to follow up and provide you information on the action taken, however, your complaint will still be thoroughly investigated and appropriate action is taken where required.

HELP WHEN MAKING A COMPLAINT 

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint.

RECORDING COMPLAINTS 

When taking a complaint, we will record your name and contact details (if you are comfortable providing these).

We will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure unless you expressly consent to its disclosure.

We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint.

We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

FEEDBACK TO CUSTOMERS 

HelloCare is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.

There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you.

In such circumstances, we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We are committed to resolving your complaint within 14 business days of you lodging your complaint, however, this may not always be possible on every occasion.

Where we have been unable to resolve your complaint within 14 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.

During the initial review or investigation stage, we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

If we have sought clarification or additional documentation from you and we are waiting for you to provide this information, we may not be able to meet our 14 business day finalisation commitment. In such circumstances upon receipt of your clarification or additional documentation, we will indicate to you when we expect to be able to finalise your complaint.

Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.

HELLOCARE’S COMPLAINTS PROCESS

• We acknowledge: Within (3) business days of receiving your complaint we will acknowledge receipt of your complaint.

• 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 may need to contact you to clarify details or request additional information where necessary.

• We investigate: Within (14) business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint.

• We respond: Following our investigation, we will notify you of our findings and any actions we may have taken in regards to your complaint.

• We take action: Where appropriate we amend our business practices or policies.

• We record: We will record your complaint for our continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation