AIS seeks to maintain and enhance our reputation of providing customers with high quality products and services. We value complaints as they assist AIS to improve our products, services and customer service. This policy has been designed to provide guidance to both our customers and staff on the manner in which AIS receives and manages complaints. AIS is committed to being consistent, fair and impartial when handling complaints and is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving a complaint as quickly as possible.
The scope of this policy is to:
In this policy a complaint means an expression of dissatisfaction by a customer relating to interlock products or services provided by AIS or its appointed service centers.
If you are dissatisfied with the products or services provided by AIS or it's appointed service centers you should immediately advise AIS. You can lodge your complaints with us in one of the following ways:
By completing a Feedback form on our website www.affordableinterlocks.com.au
By telephoning AIS on our toll-free number 1800-252-656
You may wish to write to us. The address is PO Box 8753, Gold Coast MC, Qld 9726
By emailing AIS on inquiries@affordableinterlocks.com.au
If we receive your compliant verbally and consider it appropriate, we may ask that the complaint be made in writing, by using a method described above.
To help AIS investigate your complaint quickly and efficiently we may ask for the following information:
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification / remedial action taken to mitigate any identified issues. (Refer Corrective and Preventative Action Form AIS-FRM-L-005).
If you lodge a complaint, 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. Where a third-party supplier was involved, we may be required to speak with them to fully investigate. (Refer Privacy Policy AIS-POL-L-008).
AIS is committed to resolving issue 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. AIS will acknowledge receipt of your complaint within 24 business hours. We will provide feedback on the status of your complaint if we need to seek clarification or additional documentation.
AIS is committed to resolving complaints within 10 business days or sooner. Where AIS has been unable to resolve your complaint within this timeframe, we will inform you of the reason for the delay and specify a new date for finalisation. Note that waiting on information from you may affect this 10-day commitment.
If your complaint is currently being investigated by a relevant federal, state or territory regulator or agency we may cease further action in relation to your complaint pending finalization of their investigation. We will assist any agency with their investigations.
If you are not satisfied with how your complaint has been handled or the resolution provided, you can request us to escalate your complaint to the Customer Service Manager, AIS Director, ACS (Canadian Supplier), TfNSW, or Arbitration.
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.