A1 Dog Products & Services Complaints Policy

1. Purpose

A1 Dog Products & Services is committed to providing high-quality services and products. We value feedback from our clients and customers and take complaints seriously. This policy outlines our process for handling complaints in a fair, efficient, and timely manner, in compliance with Australian legislation.

2. Scope

This policy applies to all clients and customers of A1 Dog Products & Services who wish to make a complaint about any aspect of our services or products, including dog training, dog walking, product sales, and any other services provided by the company.

3. Principles

Our complaints policy is guided by the following principles:

• Accessibility:  Our complaints process is easy to access and use. Information on how to make a complaint is clearly communicated to all clients and customers.
• Fairness: Complaints are handled in a fair and unbiased manner. All parties involved will have the opportunity to present their views and evidence.
• Confidentiality: All complaints are treated with confidentiality. Information is only shared on a need-to-know basis to resolve the complaint.
• Transparency: Complainants are informed about the process, the expected timeframes for      resolution, and any actions taken.
• Responsiveness: We aim to acknowledge all complaints within 5 business days and provide a      resolution within 30 business days. If more time is needed, the  complainant will be informed of the reason for the delay.
• Compliance:  Our complaints handling process complies with all relevant Australian  legislation and regulatory requirements.

4. How to Make a Complaint

Complaints can be made in the following ways:

• In Writing: Complaints can be submitted in writing by email to complaints@a1dog.com.au or by mail to Po Box 84 Salisbury 5108
• By Phone: Complaints can be made by calling us at 0400969667 during   business hours.

5. Complaints Handling Process

1. Acknowledgement: Upon receiving a complaint, we will acknowledge receipt within 5 business      days.
2. Assessment:The complaint will be assessed to determine the nature of the issue and  the appropriate person or team to handle it.
3. Investigation:  A thorough investigation will be conducted, which may include gathering      information from the complainant, reviewing relevant documents, and interviewing staff members involved.
4. Resolution:We aim to resolve complaints within 30 business days. The complainant will  be informed of the outcome and any actions taken. If the complaint cannot be resolved within this timeframe, the complainant will be updated on the progress and provided with an estimated resolution date.
5. Appeal:  If the complainant is not satisfied with the outcome, they may request a review of the decision. The request must be made in writing within 14 days of receiving the outcome. The review will be conducted by a senior manager not involved in the original decision.
6. Final Decision: The final decision will be communicated to the complainant in writing. If the complainant is still not satisfied, they may seek  external resolution through the relevant consumer protection agency or an alternative dispute resolution provider.

6. Record Keeping

All complaints and their outcomes will be documented and retained for a minimum of seven years in accordance with Australian privacy laws and our internal record-keeping policies.

7. Continuous Improvement

We regularly review and analyse complaint data to identify trends and areas for improvement. Feedback from complaints is used to enhance our services and products continuously.

8. Review of Policy

This policy will be reviewed annually to ensure it remains effective, complies with current legislation, and meets the needs of our clients and customers.

9. Contact Us

For any questions or further information about our complaints policy, please contact us at complaints@a1dog.com.au