This policy describes:
The formal definition is; A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. It is not a requirement that the complaint has merit for it to be considered a complaint.
What does this mean – if you’re unhappy about something that we have done, or how we have provided a service, we would like to hear about it so that we can fix it.
Anyone can lodge a complaint if they are not happy with Rivkin.
Under our licence conditions, we have to provide a formal process for dealing with complaints for retail clients as well as any small business which is a business with less than 100 staff at time of complaint. A retail client is meant to cover most Australians. The propert definition is a retail client is anyone who is not a wholesale client. A wholesale client is a person or entity that has obtained a qualified accountant’s certificate stating they have net assets of at least $2.5 million, or a gross income for each of the last two financial years of at least $250,000.
You can lodge a complaint with us either online, by email, by phone, in person or using social media (where you have made a comment on our social media sites). Our contact details are at the bottom of this policy. We encourage complaints and will deal with everyone that makes complaints in a professional manner. All of our staff are trained to be able to deal with complaints. We will accept complaints but will not tolerate unreasonable complainant conduct.
If you need a hand in order to lodge a complaint, please give us a call so that we can assist.
Our key steps in dealing with your complaint:
Our Complaints Policy is being provided written in English. Please call us if you require the Complaints Policy in another language or if you require it in another format e.g. Braille, Moon, AUSLAN.
Our publicly available Complaints Policy is available from our Website www.rivkin.com.au, or from our office.
1 Kings Cross Road
Rushcutters Bay NSW 2011
Email: [email protected]
Phone: 1300 748 546
Fax: +612 8302 3601