Lodging a complaint with Kara Connect
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Response to complaints
We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issue raised. If a matter concerns an immediate risk to safety, security, or quality the response will be immediate and escalated appropriately.
We may seek to contact you in line with our internal complaint management framework to clarify the complaint. We will acknowledge your complaint within 5 working days.
Confidentiality, objectivity, and fairness
We will respect the confidentiality of the complainant and the person complained about. We will comply with relevant privacy legislation and handle all complaints with discretion in line with our Professionals Handbook, internal complaint management framework and Privacy Policy.
We will share the complaint/feedback internally only with persons necessary to ensure a fair and complete investigation relative to the concerns that have been raised.
We will identify and review the information that is required for a complaint investigation.
Complaint Management Process
Below we explain the process for the Complaint Management Process that is review and processed within 4 main areas:
1.Acknowledgement & Response
2. Assessment & Investigation
3. Complaint Response
4. Closing & record keeping
1. Acknowledgement & Response
We will acknowledge receipt of each complaint using the most appropriate medium (e.g., email, direct contact etc) for communicating with the complainant within 5 working days of receipt of your complaint.
We may contact you to clarify the complaint, seek further information related to your concerns and discuss the outcome sought with you.
2. Assessment & Investigation
We will assess the complaint and determine the appropriate level of investigation based on an objective review of information available.
We will ensure an appropriate person is assigned to manage and investigate the complaint.
A written record of the information gathered, and any decisions made will be maintained.
We will act without bias to identify, analyse, and review necessary information required to establish and verify the facts.
3. Complaint Response
Within 10 working days of having acknowledged your complaint we will advise whether we consider;
We will inform you of our decision and supply the reasons for that decision, outcome of our investigation and actions we propose to take. Where extensive investigations are required, you will be kept informed in writing at monthly or agreed intervals until the complaint is resolved.
4. Closing & record keeping
We will keep comprehensive records about
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