GOALS OF THE POLICY
We value complaints as they assist us to improve our products, services and client services. This policy has been designed to assist both clients and staff. True Colours Co is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible.

We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all clients making a complaint equally. We will display our complaint handling policy and procedure in our business such as on our website and email signatures, so that clients are able to lodge a complaint easily.

DEFINITION OF A COMPLAINT

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a client or member of the public in relation to our business.

MAKING A COMPLAINT
True Colours Co establishes clear complaint handling procedures with a commitment to resolve quickly and fairly any complaint you make.

The first step is to make your complaint directly to your practitioner verbally or through our main contact email, coaching@truecoloursco.com, in writing. Where you make a complaint in writing, you will receive written feedback about the action being taken to resolve the complaint within 10 days of receipt of the complaint.

If it is not possible to resolve the complaint within 10 days, written acknowledgement of receipt of the complaint will be provided within 7 days of the specified time frame for further feedback about action taken. All True Colours Co staff will be familiar with the complaint resolution policies and procedures. Where a complaint cannot be resolved, True Colours Co will advise you of your right to refer the complaint to Fair Trading.    

RECORDING COMPLAINTS

All complaints made, verbal or written, will be recorded in a secure location within the service at the time the complaint is made, and copied to the management as soon as possible afterwards. The complaint will be recorded by the staff member who took the details.

When taking a complaint, staff will record the name and contact details of the client, as well as full details of the complaint including the date. Details of all communication with the client and any actions to resolve the complaint will be recorded in the same place. There is a template provide for this purpose.

All complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues.

Clients’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

INFORMING CLIENTS OF PROGRESS

We strive to resolve all complaints within ten (10) days. Written complaints will be acknowledged promptly. Clients will be given an approximate timeframe at the time they make their complaint.

Clients will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Clients will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, clients who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

RESPONDING TO COMPLAINTS

All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint, frontline staff will resolve a complaint immediately. Complaints will still be recorded.

If the complaint can’t be resolved immediately, the client will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

ESCALATION OF COMPLAINTS

If a complaint cannot be resolved by the usual complaint process, it should be referred to the management team and the client will be informed and given an amended timeframe for resolution.

If we cannot resolve the complaint to the client’s satisfaction, we will inform them about where they can take further action (e.g., Office of Consumer and Business Affairs, Equal Opportunity Commission, National Disability Insurance Agency).

REVIEW OF COMPLAINT HANDLING POLICY AND PROCEDURES

True Colours Co is committed to continuous improvement and this policy will be reviewed regularly (at least every six months) for effectiveness and updated. This complaint handling policy is supported by management. We commit to providing this policy to all staff and displaying it in our business for clients.

Updated: 9th February 2025