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Piha PropertySherie O'Neill |
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COMPLAINTS AND DISPUTE RESOLUTION PROCEDURES Our complaints and dispute resolution procedures are designed to provide a simple and personlaised process for resolving any complaint you might have about the service you have received from our agency. STEP 1: Call us and speak to the manager. Tell the manager who you are complaining about and your concerns. Let the manager know what you would like done about your complaint. STEP 2: The manager may ask you to put your complaint in writing so that they can investigate it. The manager will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try and agree a resolution. STEP 3: If we are unable to come to an agreed resolution after a meeting, or if you dont wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
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• STEP 5 If we accept your preferred resolution we will attempt to
implement that resolution as soon as possible. If we • STEP 6: If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process. REMEMBER:
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