Feedback

We are committed to the resolution of any concerns or complaints quickly, fairly and efficiently

We are committed to the resolution of any concerns or complaints quickly, fairly and efficiently. We welcome feedback and complaints as a positive means of reviewing and improving our business practices. Our internal dispute resolution (IDR) process is open to anyone who deals with us.

Staff awareness

All VSPRY service staff are expected to inform complainants about our complaint handling processes as soon as they become aware of a concern, to give high priority to resolving complaints quickly and to assist any complainant through the process. A VSPRY senior manager is responsible for compliant management and compliance, and they oversee a register of all complaints, resolutions, analysis and actions to improve our business practices. We report annually to regulators on any compliance breaches indicated through the complaints process and the policies and procedures subsequently implemented to improve our business practices.

Complaint lodgement

  • Telephone us at our Australian office at +61 7 3184 4111, our United Kingdom office at +44 131 381 3939, or our Singapore office at +65 3129 3939.
  • Email to ask@vspry.com; or by
  • Speaking to any representative of our business.

Definition

We adopt the definition of “complaint” in AS ISO 10002-2014, namely “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”. Our definition extends to posts on a social media channel or account owned or controlled by VSPRY, where the author is both identifiable and contactable. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.

Our process

  • A senior manager will review a complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.
  • We will acknowledge your complaint within 1 business day, and attempt to resolve it within 5 business days.
  • If a senior manager is unable to resolve a dispute within 5 business days, we will provide a written final response to a complainant within 21 days, which states: (a) the final outcome of the dispute; (b) the right to take their dispute to an external body where applicable; and (c) the name and contact details of the external complaints handling body where applicable.
  • If the senior manager is unable to give a final response within the specified period, they will, before the end of the period, inform the complainant of the reasons for the delay.

Solutions

If a complaint is justified, the senior manager will recommend a solution comprising one or more of the following:

  • An apology;
  • Compensation;
  • Variation of contractual obligations;
  • A free service; or
  • A combination of the above.

Unless the statute of limitations is about to expire, legal proceedings will not be commenced or continued nor will any other enforcement action be taken during the IDR period and for at least 14 days from giving a final response.