Citadel Co Pty Ltd is committed to continually improving the products and services we provide by welcoming feedback from customers and our community. We want to ensure that any person or organisation using our services or affected by our operations, has the right to lodge a complaint or to appeal a decision of the organisation. We value your feedback and commit to resolving issues quickly, fairly, efficiently and with courtesy. Your rights to confidentiality, access, equity, and transparency shall be maintained throughout the complaints handing process. The intent of this policy is to communicate and document a complaints and appeals management process that: - provides a means for receiving complaints or feedback - encourages the reporting of workplace complaints and issues - is easily accessed and practical - is understood by our customers and other stakeholders - meets the requirements of our business in alignment with our products and services - provides for a fair, equitable and timely response - is in compliance with regulatory and legislative requirements. The following principles shall guide our organisation and commitment for managing customer complaints. We shall: - ensure our customers are encouraged to raise concerns about the service or product they are provided - accept all complaints from customers, suppliers, other stakeholders and members of our community - recognise the importance of complaints that are submitted to us ·ensure confidentiality of all parties is maintained throughout the process - provide support to employee complainants - commit to the resolution of complaints that satisfies all parties - endeavour to manage complaints within a timely manner - maintain communications with all parties during the process - provide employees with training on this policy and procedure - provide awareness on escalation options if required - ensure complainants are not disadvantaged by submitting a complaint under this process - ensure management reviews include complaints data to identify improvement opportunities - continually monitor and improve the complaints management system.