OUR CUSTOMER COMPLAINTS HANDLING PROCEDURES

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Our complaints handling procedures are designed to resolve customer complaints or disputes swiftly and professionally.

1. Smarts Home Tutoring will make every reasonable effort to fairly and quickly resolve any complaints made by its customers.

2. Oral Complaint

Where an oral complaint is made to Smarts Home Tutoring the person receiving the complaint will:

(a) identify himself/herself, listen, record details and determine the complainants’ grievance or complaint

(b) confirm the details received;

(c) explain Smarts Home Tutoring complaints resolution procedure, and advise of alternative courses of action;

(d) resolve the complaint immediately if possible or make a commitment to resolve the complaint within a given time frame; and

(e) follow up the complaint as appropriate e.g. provide the complainant with feedback regarding the result of any action taken by Smarts Home Tutoring to resolve the complaint.

3. Written Complaint

Where a written complaint is made, Smarts Home Tutoring will:

(a) provide the complainant with written feedback within ten (10) days of receiving the complaint regarding the result of action taken to resolve the complaint; and

(b) if it is not possible to resolve the complaint within ten (10) days, provide written acknowledgement of receipt of the complaint within (7) days and specify the time frame within which the complainant will receive feedback regarding the result of action taken by Smarts Home Tutoring to resolve the complaint.

4. Smarts Home Tutoring will ensure that all staff are familiar with its complaints resolution policies.