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Complaint Handling Policy

Datum Office Technologies LIMITED is committed to ensuring that any person or organisation using services provided by Datum Office Technologies LIMITED or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.
The Company Will Provide and Complaint Handling Procedure That Will

  • is simple and easy to use
  • is available to all members, clients and stakeholders via the Datum Office Technologies website.
  • ensures complaints are fairly assessed and responded to promptly
  • is procedurally fair and follows principles of natural justice
  • complies with legislative requirements.

Our Commitment

If you make a complaint to Datum Office Technologies LIMITED you can expect that we will:

  • treat you with respect
  • tell you what to expect while your complaint is being looked into
  • carry out the complaint handling process in a fair and open way
  • provide reasons for decisions that are made
  • protect your privacy

What Can I Make a Complaint About
You can make a complaint to Datum Office Technologies LIMITED about the delivery of Datum Office Technologies LIMITED services. From time to time, Datum Office Technologies LIMITED consults with the sector to determine a policy position or to gauge the views of the sector. It is not the intent of this policy to allow a person or organisation to complain about the outcome of such consultations if the final result does not agree with that person or organisations position. A person may however lodge a complaint if a documented proposal outline was not delivered, or if the proposal outline was flawed. Datum Office Technologies LIMITED has outsourced service providers who provide front line technical support services. We do not have the authority to directly investigate complaints about these organisations. If you have a complaint regarding one of our outsourced service providers, we will register the complaint with the organisation directly on the behalf complainant. At this point we will notify all parties of any changes to the procedure in line the service providers complaint procedure.

Procedures

Making a Complaint

A person wishing to make a complaint may do so in writing or verbally to:

  • the staff member they were dealing with at the time, unless you are making a complaint about this person
  • A director of Datum Office Technologies LIMITED

If the complaint is about:

  • a product or service delivered by Datum Office Technologies; the complaint will normally be dealt with by the Director.
  • a staff member, the complaint will normally be dealt with by a Director
  • a senior staff member, the complaint will normally be dealt with by the Owner of Datum office Technologies LIMITED

Internal complaints, where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Grievance Policy and Procedures of Datum Office Technologies LIMITED.

Written complaints may be sent to the Datum Office Technologies office. The relevant Manager or Director will be responsible for receiving this correspondence and directing it to the appropriate person.

Procedure for Complaint Management

The person managing the complaint will be responsible for:

1. Registering the complaint:

  • registering the complaint in the Datum Office Technologies complaints register
  • informing the complainant that their complaint has been received and providing them with information about the process and time frame

2. Investigating the complaint:

  • examining the complaint within 1 working days of the complaint being received
  • informing the complainant by letter/email within 2 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
  • As far as possible, complaints or appeals will be investigated and resolved within 10 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.

3. Resolving the complaint:

  • making a decision or referring to the appropriate people for a decision within 10 working days of the complaint being received
  • Informing the complainant of the outcome and any options for further action if required

4. What if I am unhappy with the resolution?

  • If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with Toshiba Tec. The Toshiba Tec office will determine if it has the power to investigate your complaint.
Record Keeping

A register of complaints will be kept by Datum Office Technologies LIMITED. The register will be maintained by the Owner and Director of Datum Office Technologies and will record the following for each complaint:

  • Details of the complainant and the nature of the complaint
  • Date lodged
  • Action taken
  • Date of resolution and reason for decision
  • Indication of complainant being notified of outcome
  • Complainant response and any further action

Copies of all correspondence and other materials received by Datum Office Technologies LIMITED in connection with any complaints will be kept for 7 years. The complaints register and files will be confidential, and access is restricted to the Board of Directors for Datum Office Technologies LIMITED.

A statistical summary of complaints and appeals will also be kept by Datum Office Technologies LIMITED. The Board of Directors will be responsible for preparing a report on received feedback and complaints once a quarter.

Policy reviewed and updated 10 February 2020