Action MDR treats complaints about our staff and organisation seriously as we are striving to achieve the highest possible service standards.
We have a formal complaint handling process to ensure that your concerns are dealt with in an appropriate and timely manner.
To ensure we can deal with your complaint effectively and efficiently we require that you provide us with the following information:
• Your name, address and phone numberYou can lodge your complaint by posting to :
• The reference number we have supplied to you
• Our client's name and debt amount
• The nature of the complaint
Complaints Officer
Action MDR
PO Box 1640
Werribee, Victoria 3030
Phone:(03) 9860 1800 or Toll Free: 1300 651 610
Fax:(03) 9860 1822 or Toll Free:1300 367 256
Or By email to complaints@actionmdr.com.au
Action MDR has adopted the principles outlined in the Australian Standards for Complaint Handling.
These principles give you a right to:
• Make a complaint and to have the complaint handled fairly,If you are not satisified with the outcome of the investigation you can contact the Complaints Officer to have the process reviewed.
• Be informed of the processes involved in making the complaint, and
• Be advised of the outcome and the reasons for that outcome.
Action MDR staff have a right to be heard and to explain the circumstances behind the complaint.
Commitment:
Action MDR is committed to the efficient and fair resolution of complaints.
Fairness:
The complaints handling process must always be fair to both the complainant and to the staff of Action MDR.
Resources:
Action MDR provides resources that ensure an efficient and effective complaint handling process.
Visability:
The complaints handling process is well publicised within Action MDR and is available externally to all members of the public.
Access:
The complaints handling process is accessible to all. Information on making and resolving a complaint is available. The process is easy to understand and use, and in plain language.
Assistance:
Action MDR will provide any support required by a complainant in making a complaint.
Responsiveness and Accountability:
Complaints will be dealt with in a timely and efficient manner. Complainants will be treated courteously and kept informed of the progress of the complaint. All response times are reported and reviewed monthly.
Charges:
Lodging a complaint is free of charge.
Remedies:
The complaints handling process has the capacity and authority to resolve and implement remedies.
Data Collection and Analysis:
All complaints and outcomes are recorded in the complaint register. All complaints are categorised for analysis of recurring problems.
Reviews:
The complaint handling process is regularly reviewed to ensure it delivers a fair and effective outcome in a timely manner.
Training and Education:
Action MDR staff training and education programmes are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the complaint handling process with the aim of limiting the number of complaints.