Feedback and complaints policy We aim to resolve your concerns as quickly as possible. Please check out the caravan on delivery, if you don't like it we will bring it home at no cost to you. If the caravan requires maintenance during your hire . Maintenance will be attended to as soon as is practicable at no cost to you. For any concerns over your payments you can contact Trevor Muller on 0428543591 or you can contact us through our website by the email.For feedback or complaints please use the contact us form on our website www.dellcaravanhire.com.au or phone Trevor Muller on 0428543591 For Centre Pay customers please read our Centrelink Complaints Policy as set out below.
Centrelink Complaints Policy FOR Dell Caravan Hire https://www.dellcaravanhire.com.au, Phone 0428543591About this policyThis complaint policy outlines how Dell Caravan Hire will manage and handle feedback and complaints from Centrepay customers.Accessing this policyOur complaints policy can be accessed:• on our website https://www.dellcaravanhire.com.au• when you sign any forms with us to use Centrepay.We will also provide a copy of our policy within 5 business days upon request.How a customer can make a complaintYou can make a complaint using any of these channels :• phone: 0428543591• email: caravanhireenquiries@gmail.comonline: dellcaravanhire.com.au/contacts/contacts-1/• in writing: 10 Kirby Rd Caboolture.When you make a complaint, the following details will help us investigate and resolve the complaint:• the date or dates when the issue happened• your name and contact details• any supporting documents or information. For example, your account or reference number.• details of the issue or concern, including amounts, location, staff you spoke to or when you contacted for help.You may choose to have an authorised third-party make a complaint on your behalf. This could include a financial counsellor, community lawyer, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.How we’ll manage a customer complaintWhat customers can expect from us when making a complaint.
Dell Caravan Hire will:• respond in writing or verbally, if a written response isn’t possible• aim to resolve the complaint within 20 business days• review the complaint fairly and impartially, without discrimination or detriment• handle all complaints confidentially, and in accordance with privacy obligations• escalate serious or complex complaints to senior managementWe will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented. How we’ll manage an unresolved customer complaintWhen a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.We may also refer the matter to a relevant ombudsman or consumer protection agency, where required.These services can be contacted at any time about the outcome.Services Australia can be contacted using any of the following:• by calling the feedback and complaints service on 1800 132 468• online via the Services Australia website or by using your Centrelink online account• in writing to the following address: Centrelink and Medicare, Services Australia Complaints and FeedbackReply Paid 7800Canberra BC ACT 2610• in person at a Centrelink service centre.Record keepingOur recording keeping practices are a programme called “ INVOICE Home” also we use Excel to record all details and payments. We also have a paper file on every customer with all payments and communications between us. .Dell Caravan Hire maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:• details of complainant• details of the complaint• actions taken• the outcome of the complaint• any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.
Dell Caravan Hire will:• respond in writing or verbally, if a written response isn’t possible• aim to resolve the complaint within 20 business days• review the complaint fairly and impartially, without discrimination or detriment• handle all complaints confidentially, and in accordance with privacy obligations• escalate serious or complex complaints to senior managementWe will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented. How we’ll manage an unresolved customer complaintWhen a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.We may also refer the matter to a relevant ombudsman or consumer protection agency, where required.These services can be contacted at any time about the outcome.Services Australia can be contacted using any of the following:• by calling the feedback and complaints service on 1800 132 468• online via the Services Australia website or by using your Centrelink online account• in writing to the following address: Centrelink and Medicare, Services Australia Complaints and FeedbackReply Paid 7800Canberra BC ACT 2610• in person at a Centrelink service centre.Record keepingOur recording keeping practices are a programme called “ INVOICE Home” also we use Excel to record all details and payments. We also have a paper file on every customer with all payments and communications between us. .Dell Caravan Hire maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:• details of complainant• details of the complaint• actions taken• the outcome of the complaint• any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.