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What is ComplaintLine?

How can this site help you?

Why now?

Our privacy policy

Our promotion policy

Contact us

Disclaimer 

What is Complaintline?

Complaintline is an on-line gateway for customers/consumers.

It was developed by Karen Chalmers-Scott in 2000, to address the absence of a co-ordinated online resource to help Australian customers/consumers know where to go to lodge complaints. In 2008, it was held up by the Productivity Commission (in its Review of Australia's Consumer Policy Framework, Report Volume 2) as a model others should emulate. With our agreement, the Complaintline name and gateway concept was adopted in New Zealand in 2009.

Complaint Line gives you very easy access to external dispute resolution
schemes, codes of conduct and codes of practice, customer contracts
and other customer initiatives to help you sort out problems you may
have with all sorts of service providers.



Many customers/consumers are not aware that all of these exist, let
alone how to make use of them. After all, most of us don't take much
notice until we have a problem.


 

Complaintline aims to bring them all together for you in one place
through a few easy clicks. And at no cost to you. It also gives you tips
and links to useful documents and latest developments.




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How can it help you?

Complaintline gives you fast, convenient and up-to-date information on
and links to dispute resolution schemes - Australia-wide; 7 days a week;
updated as things change (as real time as we can possibly make it).



Complaintline links you to important customer codes, contracts and
charters, industry codes of practice and regulations, so that you can
better understand your rights and the company's obligations.



Complaintline gives you information on businesses and organisations that
are innovating to meet customer demands for better service, faster and
better complaints handling, useful and easy to understand information,
and genuine community consultation.



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Why now?

The information is out there but it is not always easy to find
(especially when you are not sure where to look).



Some search engines do not help much and website names are not
always what you would expect them to be, so they can be hard to find.



Governments are encouraging industry to develop codes of practice/
conduct: this will benefit customers, but only if these codes documents
are available to customers, and monitored and enforced.



Some companies are making more effort than others to do things to
improve their customer service.




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Contact us

We welcome your ideas for complaint categories, your views on who is
getting it right and who is not, your tips for things other customers should
watch out for and any other suggestions you may have to make this site
more useful for customers. Email us




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Our promotion policy

Complaintline will be seeking to promote initiatives that:


• improve customer service as customers experience it
  
• make it easy for customers to get their complaints heard and
  problems fixed
  
• make information on complaints handling procedures easily
  available to customers
  
  
  

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Our privacy policy

You can visit all parts of the Complaintline site without identifying
yourself. Should you email us for any reason, the information you include
in that email will be used only for the purpose for which you provided
it to us.



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Disclaimer

Complaintline is an information service only.



Any references on the site should not be taken as an endorsement.

While every effort is made to keep the information current, no
responsibility is accepted by Complaintline, nor its parent company, Scott
Concepts, for the accuracy of any statement, opinion or advice
contained in any of the information supplied on this site.



The information on this site is provided on the basis that all persons
accessing the site take sole responsibility for using it.



As a service, this site is linked to servers or websites maintained by other
organisations. Complaintline cannot provide any warranty about the
accuracy or source of any data set out on any of those servers or
websites or the content of any file that the user downloads from such a
third party site. Neither does it sponsor, endorse or necessarily approve
of any material on sites linked from or to this site.



Complaintline does not represent or warranty that any files obtained from
or through this site are free from computer viruses or other defects.
Users must assume all responsibility for any loss, damage or
consequence resulting directly or indirectly from the use of those files.
We recommend that prior to using any downloaded files, you carry out the
appropriate virus check.

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