COMPLAINT AND DISPUTE RESOLUTION POLICY
Our commitment
At Direct Connect we work hard to provide our customers and our community with something better and we strive to do the right thing by our customers every time. Sometimes things can go wrong and if that happens, we encourage you to tell us. We believe feedback and complaints help us to continuously improve so we will take ownership and learn from our mistakes.
How we will work with you
At Direct Connect we have a clear and accessible process for you to raise a concern. In receiving and resolving complaints we strive to be open, impartial and fair. Most importantly, we will endeavour to find a reasonable solution to your concern in a timely and appropriate manner.
While we’re investigating and resolving your complaint, we will keep your personal information confidential and will not disclose it to third parties unless required and / or permitted under relevant privacy legislation. Direct Connect’s Privacy Policy is available on request and is published on our website at https://www.directconnect.com.au/privacypolicy/. We will manage your personal information in accordance with our privacy policy.
How to make a complaint
If you have a complaint about one of our products or services, we encourage you to contact us. We are available Monday to Friday from 8am to 8:00pm and Saturday 9am to 5.00pm (AEST). Our team is trained in the effective handling of complaints and will endeavour to resolve your concerns at the first point of contact. If your complaint isn’t resolved to your satisfaction you may request to escalate your complaint within Direct Connect and we will work to find a reasonable solution.
Phone 1300 664 715
Fax 1300 664 185
Open hours: 8am-8pm Mon-Fri & 9am-5pm Sat AEST
Email: [email protected]
Post: Direct Connect Pty Ltd
PO Box 4136,
East Richmond, Victoria, 3121
