COMPLIMENTS & CONCERNS
We are here to listen
At Connective, we work hard to build strong and lasting relationships with our valued members. Listening to your feedback enables us to quickly address any immediate concerns you may have and continually improve our products and services to you.
If we do not meet your expectations, we want you to tell us. We also know there will be times when you may wish to compliment us on something we have done well and other times when you may wish to tell us how we can improve. We welcome your feedback in both cases and place great value on what you tell us.
COMPLIMENTS
We appreciate it when you tell us that one of our representatives has succeeded in making your Connective experience a pleasant and successful one. This enables us to reward and recognise our staff members for their efforts.
If one of our representatives has provided you with exceptional service please let us know using the details below, so that we can further encourage them via this feedback process.
CONCERNS
If you do not feel that you have received the highest standard of service from us, we encourage you to tell us as soon as possible. We have developed a process that makes it easy for you to share your concerns with us and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
Connective
Attn: Ron Smith
Level 20, 567 Collins Street
Melbourne VIC 3000
Or simply fill out this form.
Please provide as much detail as possible about your complaint, so we can take action accordingly.
NEED AN UPDATE ON YOUR COMPLAINT?
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
RESOLUTION
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible.
In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
TAKING IT FURTHER
We hope that you will be satisfied with how we handle your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you may have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA).
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Thank you for your time and feedback. Your input will help us improve, better serve your needs, and find more ways to support you. We really value both your concerns and compliments.