Client Service and Complaints Policy

Purpose. Defines the standard of service every Meridian client can expect and how complaints and feedback are received, resolved and used to improve.

1.Service standards

Every client will have a named engagement lead, an agreed scope, agreed reporting and a clear point of contact. Meridian will respond to client enquiries within one business day and will meet every agreed deadline or agree a new date with the client before the original date passes. Clients will be told promptly about any issue that affects their engagement.

2.Recording interactions

Every meeting, call and significant email with a client must be recorded in the client relationship system with the date, participants, decisions and actions. Actions must be assigned to a named person with a due date and closed when complete.

3.Receiving complaints

A complaint is any expression of dissatisfaction about Meridian's service, people or advice. Complaints will be accepted in any form, including verbally, and must be recorded on the Client Complaint Form within one business day by the person who receives them. Clients will be given the name of the person handling the complaint and an expected response date.

4.Resolving complaints

The engagement lead will acknowledge the complaint within two business days, investigate the facts, consult the people involved and respond to the client in writing within ten business days. Where the complaint is about the engagement lead, the department manager will handle it. Complaints that cannot be resolved will be escalated to the General Manager.

• Acknowledge within 2 business days
• Investigate and consult
• Respond in writing within 10 business days
• Escalate unresolved complaints to the General Manager
• Record the outcome and any remedy

5.Australian Consumer Law

Meridian's services carry the consumer guarantees under the Australian Consumer Law where they apply. Remedies for services that do not meet the guarantee will be provided in accordance with the law, and no worker will make a statement to a client that limits or misrepresents those rights.

6.Learning from feedback

Complaints and client feedback will be reviewed monthly by the leadership team and quarterly through the quality management review. Trends will lead to corrective actions in the quality system, and outcomes will be reported to the client where appropriate.