How Australian Hearing will help if you have a complaint

Your complaint, concern or feedback will help us to improve the services we provide to you.

 

Our commitment to you

Australian Hearing is committed to delivering excellent services and client outcomes. Should any of our valued clients have any concerns, queries or complaints about a service they received from Australian Hearing, we are committed to handling these in a clearly defined, effective and transparent way. As part of this commitment, Australian Hearing has adopted a Complaints Handling Directive and has improved our Procedure for the Complaints Handling System, to ensure the efficient and fair resolution of all client complaints. This system will assist you to make a complaint and exercise any rights you have under Australian law, including the Australian Consumer Law and Australian Privacy Principles.

Our staff are required to ensure that complaints received through all avenues (be it complaints in any of our centres or through the Australian Hearing website, social media, email, written correspondence or telephone calls) are captured in our systems so that they can be managed in accordance with our procedures. All complaints are given the same care and attention they require.

Complaints Handling System - how to make a complaint

1. Australian Hearing National Support Office (NSO) can help at any stage with enquiries or provide advice and assistance. You can complain in the following ways:

a) Talk to your audiologist or staff at your Australian Hearing Centre. Explain what your concern or complaint is. If this cannot be resolved on the spot, ask to speak with the appropriate manager. Explain your concern to them, and why it hasn’t been resolved.

b) Call Australian Hearing Customer Care line on 1300 360 355. If you choose to leave a voicemail, a notification of your call will be emailed to complaints@hearing.com.au. Deaf, hard of hearing and speech impaired clients may also use the National Relay service at 133 677 (TTY/voice calls), 1300 555 727 (speak & listen) or 0423 677 767 (SMS relay).

c) Lodge an online form by using our "Contact Us" section of our website: www.hearing.com.au

d) Send an email to complaints@hearing.com.au

e) Send a letter to "Customer Care" at Australian Hearing, Level 5, 16 University Avenue, Macquarie University, NSW, 2109.

Once you have lodged a complaint, it will be assigned to a case manager who will contact you within 5 business days of receiving your complaint to confirm your complaint was received.

2. You will be asked to provide the following details (if you have not already provided this information):

(a) your name, address, phone number and email;

(b) the product or service you received from Australian Hearing;

(c) the name of the Hearing Centre or location where you received the relevant product or service;

(d) the details of your complaint;

(e) the details of what action you are seeking in order to resolve your complaint; and

(f) how you wish to be contacted (telephone or email).

3. The case manager will then investigate your complaint.

4. If you are not happy with how your complaint is being handled, you can request to speak to a more Senior Manager

5. If you are requesting a refund, replacement or compensation for loss or damage, your case manager will escalate your request to the appropriate person within Australian Hearing. This person will assess your entitlement under the Australian Consumer Law and once this assessment has been made, the outcome will be communicated to you.

6. Within 20 business days of you lodging a complaint, you will be provided with a written response explaining the outcome of the investigation, or if the investigation is still ongoing, a status report on the investigation.

If you are still unhappy

7. There are a number of professional bodies and government departments who may be able to assist with your complaint, including:

(a) contacting your hearing practitioner’s professional body: for example: Audiology Australia or the Australian College of Audiology.

(b) lodging a complaint with your state or territories may include the following:

(i) the Department of Health – for more information visit - www.hearingservices.gov.au

(ii) the Australian Competition and Consumer Commission (ACCC) – for more information visit - www.accc.gov.au, or www.consumerlaw.gov.au

(iii) for the Office of the Australian Information Commission – for more information visit www.oaic.gov.au

(c) contacting your state or territory’s Health Care Complaints Commission.

(d) If you think we have breached the Privacy Act 1988, you have the right to contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or email enquiries@oaic.gov.au. Further information is available on their website: www.oaic.gov.au.

Australian Hearing is committed to responding to client feedback, continuously improving our service and offering tailored solutions to meet our clients’ needs.

Last updated 23 November 2018