Policy Purpose

WBM Insulation Ltd Complaints Policy & Procedures are designed to provide customers with a clear process that enables people to register concerns and complaints about the Product or Company.

This includes programs, projects, products and individual behaviour. The document provides for prompt, effective, respectful and timely responses to complaints raised.

Your comments are very important to us as they can help us improve our products and services. We appreciate any type of feedback, whether positive or negative to help us review and improve the way we work with our communities and partners.

Our policy covers complaints about:

• the standard and quality of service
• the behaviour of our staff or providers in delivering that service
• any action, or lack of action, by our staff or others engaged in the business.

What is a Complaint?

A complaint is an expression of dissatisfaction, whether justified or not. A complaint may be about any act, omission, situation or decision that you think is unfair, discriminatory or unjustified. This includes interpersonal behaviour, and it also includes conflicts of interest and respect. Complaints can be about unsatisfactory products and services.

What’s not included in this Policy

This policy does not apply to the following:

• WBM Insulation staff members who may have a matter of concern (a potential “grievance”) in relation to their employment or workplace in which case the Staff Grievance Policy applies
• WBM Insulation Ltd Human Resources policy and procedures as they relate to staff performance and performance management problems with sharing of organisational intellectual property or information 

How do Complaints get resolved?

Confidential

Only the people directly involved in making or investigating a complaint will have access to information about the complaint.

Impartial

Both sides of the complaint or grievance will have an opportunity to detail and respond to the complaint. No assumptions will be made and no action will be taken until all relevant information has been collected and assessed.

Free from repercussions

No Service, Project or Product will be impacted by the complaints process. Unless the complainant requests such action to be taken.

Timely

All complaints will be dealt with as quickly as possible. WBM Insulation Ltd will aim to resolve all complaints within 4 weeks. In exceptional circumstances a complaint may require additional time to resolve, however, all relevant parties will be informed of developments.

Record keeping

• Accurate documentation of complaints will be maintained the company including the staff member receiving the complaint or assisting with the lodgement of the complaint and the staff member responsible for reviewing the complaint.
• WBM Insulation Ltd will review feedback and examples of good practice on a regular basis. 

Rights & obligations

The aim of any complaint or grievance process is to achieve resolution. The complaints process should not be used to facilitate an escalation of interpersonal conflict, nor as a means to create difficulties for a worker. The assumption is that everybody involved in the resolution of a grievance or complaint will act to ensure the best outcome.

Complaints procedure Advice 

Management will resolve issues as quickly and efficiently as possible. Where possible, it is encouraged the concern or complaint be resolved with the person directly. This is often the most effective way to address and resolve a concern or complaint.

When discussing it with the person, the complainant should clearly state the unacceptable behaviour experienced, or product deficiency. Explain why it is a problem and ask that it does not continue or specify an acceptable solution.

Investigation and Determination

If discussions fail to produce a resolution, then the matter may have to proceed to a formal review or investigation.

This means:

• the complainant will need to provide a signed, written statement, describing the complaint, and listing any evidence to support the grievance – the complainant should also specify the resolution they are seeking
• If the complaint is against an employee then the complainant’s name and the substance of the grievance will be made available to the person(s) they have made the complaint against.
• Once a statement of complaint has been received, the appropriate employee (or Management) will conduct an investigation, and then make a determination – this determination will be communicated to the complainant, and to the person(s) complained about within 10 working days of receiving the complaint with the aim of completing the whole process within 4 weeks.*
• If the complaint is about a Product then the aim is to complete the whole process within 4 weeks