Complaints - Dispute Resolution

ASIAL Complaint and Dispute Resolution Policy

ASIAL is committed to transparency and accountability in ensuring its members provide a quality service to the Australian community. The Association welcomes feedback so that its members may improve the quality of their performance.

ASIAL’s Complaint and Dispute Resolution Policy applies to all members. It is based on Australian Standard 4269 and promotes efficient, fair and accessible mechanisms for resolving customer complaints.

Please note that only the ASIAL member organisation against which the complaint is being made will be processed.

Summary of ASIAL Complaints & Dispute Resolution Process Overview

Situation	Action
1. Do you have a complaint against an ASIAL member? You can check whether the company you would like to lodge a complaint against is an ASIAL member by going to the member directory. If you are not sure how to search for the company or it is simply not coming up on the online search please call 1300 127 425.	Formally write directly to the ASIAL member with your complaint. If you would like a letter template, please request from [email protected]
2. The complaint you have lodged against an ASIAL member has not been addressed and you would like to access the ASIAL complaint process?	Complete the online complaint form here
3. ASIAL investigates the complaint.	ASIAL appoints an investigation officer. All parties are communicated with and the information is reviewed. The investigating officer attempts to mediate an outcome.
4. Outcome.	The result of the ASIAL investigation will be communicated to all parties. Whatever the outcome, the result of the ASIAL investigation does not remove the right of any individual to pursue the matter through other avenues.