Complaint Handling Procedure

Commitment to successfully resolving disputes.

Buyer Solutions Australia Pty Ltd takes complaints very seriously. We handle complaints about us or our business with concern and care and seek to resolve them in fairness for all involved.

How to Make a Complaint

Please provide as much detail as possible about the nature of your complaint, including the outcomes you would like in order to resolve the matter and contact us as follows:

Att: Janet Spencer: Managing Director/Officer In Effective Control
By post: 618 High Street, Kew, VIC 3101
By fax:  03 9816 8155

Or email Janet directly.

How we Handle Complaints

Janet Spencer will oversee the complaints process.  Janet will liase with you and the relevant agency staff to ensure that the issues you have raised are fully examined, and that your complaint is handled in accordance with this process.

We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside the agency, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your case. We may want to meet with you in person to discuss your concerns and try to find a satisfactory solution.

We will endeavour to resolve your complaint as soon as possible. However, the length of the time will depend on the nature and complexity of the issue you have raised.

You will receive acknowledgment of the receipt of the complaint within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within five business days.

If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and desired outcome, but this may not always be possible. Some of the things we might do include:

  • Take steps to rectify the problem or issue you have raised.
  • Provide you with additional information or advice so you can understand what happened and how we have dealt with it.
  • Take steps to change our policies or procedures if your complaint identifies a problem with the way we do things.

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to contact Consumer Affairs Victoria (1300 55 81 81) for further information.


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