A Guide to tiiik’s Complaint Handling Process
Tiiik Pty Ltd ACN 639 448 490 and its related bodies corporate (Tiiik, we, us, our) loves to hear your feedback when you are pleased with our services. However, we know that we may not always get everything right. We encourage you to contact us if you are dissatisfied with any aspect of our services.
Lodging a Complaint
You can lodge a complaint by email to firstname.lastname@example.org
– Attention: Chief Risk Officer.
Once we receive a complaint, the person who has been appointed to handle the resolution of your complaint will contact you within two business days.
The person handling your compliant will investigate the complaint, and in some cases they may ask you to provide additional information.
How long will it take?
Tiiik will try to resolve your complaint within 10 calendar days, however, this may not always be possible, however, we always aim to resolve your complaint within 45 days.
If we cannot provide you with our response to your complaint within the above timeline, we will write to you to tell you the reasons for the delay and give you information about your rights.
How will tiiik notify me of the outcome of my complaint?
Tiiik will contact you by the method of communication that you have nominated as your preferred option, usually by phone or email.
If our response to your complaint is not in your favour, we will write to you to explain the reasons for our decision and provide you with information about your rights.