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feedback and complaints policy

At First Class Lifestyle, we pride ourselves on providing an excellent client experience and maintaining a healthy ongoing client relationship at all times. If you do have a complaint or have had an experience other than exceptional with our service, we encourage you to let us know about it.

We take all concerns and feedback seriously and we have a Complaints Policy to ensure all complaints are handled as effectively and efficiently as possible to achieve an outcome that is fair and reasonable.

We will aim to resolve all complaints within 30 calendar days. However, for complex complaints there may be delays, in which case we will update you regularly on the progress of your complaint and expected timeframe for resolution.

If the matter is urgent, please let us know and we will do our best to prioritise your complaint and aim to resolve it within 10 business days.

Although we will make every endeavour to resolve every concern, if you are unsatisfied with the resolution of the problem, you may wish to take the matter to outside bodies detailed below. 

You can withdraw your complaint at any stage by emailing contactus@firstclasslifestyle.com.au.

Step 1

If you have any concerns or are unsatisfied with your experience with First Class Lifestyle, we encourage you to contact us directly in the first instance.

Please send your complaint to: contactus@firstclasslifestyle.com.au.

Please include the following in your email:

1. First Name

2. Last Name

3. Email

4. Phone

5. Agent

6. Feedback details

7. Add attachments to support your feedback (optional)

8. Solutions sought

Step 2

All complaints or concerns made to us are handled by our management team. Once we receive your complaint, we will acknowledge this and provide an expected timeframe for resolution. In some circumstances, the complaint may be resolved immediately and if this is the case we will advise you of the outcome of your complaint. If you are satisfied with the response, we may ask you to confirm this in writing. 

Step 3

If the matter is not immediately resolved, we may need to investigate further. Our Complaints Manager may liaise with you during this process, and we will keep you informed as to its progress and the expected timeframe for resolution.

Step 4

We will suggest a resolution for your complaint which we believe is fair and reasonable. If you are satisfied with the response, we may ask you to confirm this in writing.

Step 5

If you are not satisfied with that complaint your complaint has been resolved, and depending on the nature and circumstances of your complaint, you may wish to refer to the following outside bodies:

 

NSW Fair Trading

You may wish to contact NSW Fair Trading for an alternative dispute resolution process if we have not been able to resolve your complaint to your satisfaction.

http://www.fairtrading.nsw.gov.au/

13 32 20

 

The Office of the Australian Information Commissioner (OAIC)

You may wish to contact the OAIC for matters related to privacy.

https://www.oaic.gov.au/

1300 363 992

enquiries@oaic.gov.au

GPO Box 5218, Sydney NSW 2001

 

The Australian Competition and Consumer Commission (ACCC)

You may wish to contact the ACCC for consumer issues relating to the Competition and Consumer Act 2010.

https://www.accc.gov.au/

1300 302 502

Step 6

We take your feedback seriously. All feedback and concerns raised are reviewed by management and taken on board for future reference as we always strive to improve our standard of client experience.