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Complaints Handling Policy

Last Updated: 30 June 2025
4 min read

Your Voice Matters

We are committed to handling all complaints fairly, transparently, and promptly. Your feedback helps us improve our services and better serve our community.

Table of Contents

1. Overview2. What is a Complaint?3. How to Make a Complaint4. Our Process5. Response Timeframes6. Investigation Process7. Resolution Options8. Escalation Process9. Monitoring & Improvement10. Contact Information

1. Overview

At iDecide, we are committed to providing excellent service and maintaining the highest standards of customer care. We value your feedback and take all complaints seriously as they help us improve our services and better serve our community.

This Complaints Handling Policy outlines our process for receiving, investigating, and resolving complaints in a fair, transparent, and timely manner. We aim to resolve complaints at the first point of contact whenever possible, but have clear escalation procedures when needed.

Our commitment is to handle every complaint with respect, professionalism, and in accordance with applicable laws and industry best practices.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected.

Examples of Complaints

  • Service quality or delivery issues
  • Billing or payment problems
  • Data privacy or security concerns
  • Staff behavior or communication
  • Platform functionality problems
  • Accessibility or usability issues

Not Complaints

  • General inquiries about services
  • Requests for information
  • Service requests or bookings
  • Technical support requests
  • Feedback without expectation of response

3. How to Make a Complaint

We make it easy for you to lodge a complaint. You can contact us using the following method:

Email

contact@idecide.co

Most comprehensive option for detailed complaints

Information to Include

To help us handle your complaint effectively, please provide:

  • Your contact details (name, email, phone number)
  • Account information (if applicable)
  • Clear description of the issue or concern
  • When and where the issue occurred
  • What outcome you are seeking
  • Any relevant documentation or evidence
  • Previous attempts to resolve the matter

4. Our Complaints Process

We follow a structured, fair, and transparent process for handling all complaints:

Step-by-Step Process

  1. Receipt & Acknowledgment: We acknowledge your complaint within 1 business day
  2. Initial Assessment: We review and categorize your complaint based on complexity and urgency
  3. Investigation: We conduct a thorough and impartial investigation
  4. Communication: We keep you informed of progress throughout the process
  5. Resolution: We provide a final response with our findings and proposed resolution
  6. Follow-up: We ensure you're satisfied with the resolution and implementation

Fair and Impartial Handling

  • All complaints are handled objectively without bias
  • Staff involved in the complaint are not involved in the investigation
  • We consider all relevant facts and evidence
  • You have the right to representation or support during the process

Confidentiality

  • Your complaint is handled confidentially
  • Information is only shared with staff who need to know
  • Your privacy is protected throughout the process
  • Records are securely stored and access is restricted

5. Response Timeframes

We are committed to resolving complaints promptly while ensuring thorough investigation. Our standard timeframes are:

Complaint TypeAcknowledgmentResolution Target
Simple/Routine1 business day5 business days
Standard1 business day15 business days
Complex1 business day30 business days
Privacy/SecuritySame day10 business days

Extensions

If we need more time to investigate your complaint, we will:

  • Contact you before the original deadline
  • Explain why more time is needed
  • Provide a new expected resolution date
  • Keep you updated on progress

6. Investigation Process

Our investigation process is thorough, fair, and designed to get to the facts of your complaint:

Evidence Gathering

  • Review of relevant documents, records, and system logs
  • Interviews with relevant staff members
  • Examination of policies and procedures
  • Consideration of all information you provide
  • External expert advice if required

Investigation Standards

  • Conducted by appropriately trained staff
  • Independent from the subject matter
  • Based on facts and evidence
  • Fair to all parties involved
  • Documented throughout the process

7. Resolution Options

Based on our investigation findings, we may offer various resolution options:

Service-Related Resolutions

  • Service improvements or corrections
  • Staff training or development
  • Policy or procedure changes
  • System or process improvements
  • Additional support or assistance

Financial Resolutions

  • Refunds or credits
  • Fee waivers or reductions
  • Compensation for losses
  • Goodwill gestures
  • Payment plan adjustments

Communication Resolutions

  • Formal apologies
  • Explanation of actions taken
  • Clarification of policies
  • Improved communication processes
  • Regular progress updates

Preventive Measures

  • System improvements
  • Enhanced monitoring
  • Updated documentation
  • Additional quality checks
  • Preventive policy changes

Final Response

Our final response will include:

  • Summary of your complaint and our investigation
  • Our findings and conclusions
  • Actions we will take to resolve the matter
  • Timeframe for implementation
  • Your options if you remain unsatisfied

8. Escalation Process

If you are not satisfied with our initial response, you have the right to escalate your complaint:

Internal Escalation Levels

  1. Level 1: Customer Service Team - Initial complaint handling
  2. Level 2: Customer Service Manager - Review of Level 1 decisions
  3. Level 3: Operations Manager - Complex or policy-related complaints
  4. Level 4: Chief Operating Officer - Serious or systemic issues
  5. Level 5: Chief Executive Officer - Final internal review

How to Request Escalation

  • Contact us within 30 days of receiving our response
  • Clearly state you wish to escalate your complaint
  • Explain why you are not satisfied with our response
  • Provide any additional information you wish to be considered
  • Use the same contact methods as for initial complaints

Escalation Review Process

  • Fresh review by a more senior staff member
  • Complete file review including original investigation
  • Consideration of any new information provided
  • Independent assessment of the case
  • Written response within 15 business days

9. Monitoring & Continuous Improvement

We actively monitor our complaints handling performance and use feedback to improve our services:

Performance Monitoring

  • Regular review of complaint volumes and trends
  • Analysis of resolution timeframes and outcomes
  • Customer satisfaction surveys
  • Staff performance in complaint handling
  • Compliance with policy requirements

Continuous Improvement

  • Identification of systemic issues and root causes
  • Service and process improvements
  • Staff training and development programs
  • Policy and procedure updates
  • Technology and system enhancements

Reporting and Transparency

  • Regular management reporting on complaints
  • Board oversight of complaint handling
  • External reporting to regulators as required
  • Public reporting on complaint statistics
  • Sharing of learnings across the organization

10. Contact Information

For complaints or questions about this policy, please contact us:

Complaints Team

Email: contact@idecide.co

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM AEST

General Information

Website: www.idecide.co

We are committed to resolving your concerns promptly and fairly. Thank you for helping us improve our services through your feedback.

iDecide Complaints Handling Policy - Version 1.0
Last Updated: 30 June 2025
Effective Date: 30 June 2025