Steps for resolving a dispute using the dispute resolution procedure for Australian Environmental Pest Managers Association (AEPMA) members are as follows:
Dispute Resolution Procedures
What is a complaint?
A complaint is an expression of dissatisfaction conveyed about a product, advice or service offered or provided by an AEPMA member.
Making a complaint
Outlined below is guidance on how you can raise a complaint with us, how it will be resolved and what to do if you’re still not satisfied.
How to contact us
Over the phone: |
1300 307 114 |
If calling from overseas: |
+61 7 3268 4210 |
Email: |
info@aepma.com.au |
Post: |
Unit 6/12 Navigator Place, Hendra QLD 4011 |
Fax: |
07 3268 4213 |
Useful information
- Your address, phone number and email address so that we can easily contact you
- Any relevant documents and other supporting information relevant to your complaint
- Let us know how you would like your complaint resolved
When you submit an official complaint we will:
- Acknowledge your complaint
- Investigate your complaint
- Aim to find a fair resolution to your complaint
- Consider all relevant information and facts
- Keep you informed of our progress
- Advise you in writing if there is a delay in determining your complaint, and advise you as to when you can expect a response
- Retain a record of your complaint
- Keep your information confidential, except to the extent that we will need to investigate the complaint
- Respond to your complaint, either in writing or verbally
- Advise you what to do if you are not satisfied with our response to your complaint
How long does it take?
We endeavour to resolve complaints in a manner that is suitable to all parties involved as quickly as possible.
In nearly all cases, you can expect a resolution within seven (7) business days. However, more complex issues may take longer, in which case we’ll ensure you are regularly updated verbally and, where appropriate, in writing.
If the outcome is not in your favour, we will advise you of the reasons for our decision referring, where appropriate, to the terms and conditions of the product in question or applicable legislative provisions, codes, standards or procedures
What if I remain dissatisfied?
If you are not happy with the response we provide, you may refer your complaint to the external dispute resolution scheme. This is generally handled by the Consumer Affairs Department or equivalent in your state or territory.