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Complaints about VCAT services or a staff member
We are committed to providing service excellence by being approachable, responsive, accessible, informal, timely, fair, impartial, consistent, professional and efficient.
Complaints about the following can be made directly to VCAT:
the quality of an action taken or service provided
the conduct of a VCAT staff member, or
a delay or failure in meeting our service commitments
Where possible, raise the problem first with a member of staff either in person, by telephone or by email. We may be able to resolve the issue quickly and effectively at that point. If it cannot be resolved, or if you prefer to make a written complaint, you can write to VCAT's Principal Registrar. You may also complete the complaint form and email it to our complaints team.
When you are making a complaint, you should provide details of the complaint and what action and/or remedy you are seeking.
A complaint can be made by:
Telephone: 1300 01 8228
Email: complaint@vcat.vic.gov.au
How VCAT deals with complaints about services or staff
We take a three-tiered approach to resolving complaints:
Frontline resolution: where VCAT staff receive a complaint, they will assess it, and where possible and appropriate, resolve it. This may include escalation of your complaint to their manager.
Investigation: if our staff member cannot resolve your concern, they will refer it to VCAT's Principal Registrar for investigation and response. If you prefer, you can ask for your complaint to be referred directly to the Principal Registrar.
Internal Review: if you are unhappy with the outcome of the investigation by the Principal Registrar, you can request a review by the Chief Executive Officer of VCAT.
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