Summary of our complaint processing and dispute resolution policy
The purpose of this policy is to ensure that complaints received from our clients are processed fairly.
Our policy is intended to establish a framework for:
- Implementing a complaint processing service that is free, accessible and easy to use for our clients;
- Providing detailed information to clients so they understand how their complaints are processed; and
- Managing complaints, from receipt to resolution.
The policy is also intended to help improve our services by enabling us to identify causes common to the complaints we receive and implement solutions to correct problem situations.
A summary of our policy has been prepared for our clients.