d@rt Complaint Handling Policy and Procedure
d@rt Pty Ltd (‘d@rt’) has developed a Complaint Handling Policy and Procedure to receive and manage complaints and feedback from stakeholders including customers, drivers, and industry participants. It demonstrates our commitment to accountability, transparency, and continuous improvement. Our process reflects the requirements of the Commercial Passenger Vehicle Industry Regulations 2018 (Vic.), and follows the guiding principles established in the Australian Standard AS ISO 10002-2018 Customer Satisfaction – Guidelines for Complaints Handling in Organisations.
We value complaints and feedback (including enquiries, compliments, reports, suggestions or observations), as this assists us to continuously improve our services and performance. d@rt is committed to being consistent, fair, and impartial when handling complaints. We undertake to regularly review the quality of complaint handling, and to provide feedback to staff to continuously improve our Complaint Management Process.
The objective of this policy and procedure is to ensure that:
In this policy, a complaint is any written or verbal expression of dissatisfaction with d@rt.
If you are dissatisfied with a service provided by d@rt, you should lodge a complaint with us in one of the following ways:
If you complain about a d@rt service provider or a member of our staff, we will investigate your complaint thoroughly by finding out the facts, speaking with the relevant people and verifying explanations where possible. We will:
Some issues will be dealt with urgently. These generally relate to imminent safety issues, emergency situations, and property damage.
If you are not satisfied with our response, you may escalate the complaint for further consideration to a relevant state authority.
We will also treat our service provider or staff member objectively, and: