Our customer commitment
We exist to provide great content in specific subject areas for each and every one of our audiences.
We are a small business driven by values to deliver great outcomes for our customer, and to deliver on our promise and achieve our vision, we strive to:
- Start with the customer: We aims to put ourselves in our customers’ shoes and strive to provide great content and education in order to improve their current circumstances through knowledge and news of initiatives across the industries in which we serve.
- Work as one team: We support each other, show respect and listen. We work together to deliver our shared business goals.
- Make it simple: Everything we do should must be simple and focused on customer outcomes.
- Be creative: We aim to be creative in all aspects of our business and identify new opportunities as they arise. We must be nimble and rapid in our response to delivering initiatives for our audience and customers.
This document sets out our procedures for the handling of complaints we receive about our products and services.
It demonstrates our commitment to managing and resolving your complaint in a courteous, timely and fair manner.
Lodging a complaint with us
Anyone has the right to make a complaint if they are dissatisfied with our products or services or with the way we have handled their enquiry. Lodgement of a complaint with APRS MEDIA is a free and one that forms a component of our quality management system.
You can lodge a complaint with us by:
Telephone: Call us on 0401055776. We’re available at any time to complete your enquiry.
Speak to us in person: You’re always welcome to discuss any issues with our team in person at any trade event.
Email: Send us an email to firstname.lastname@example.org
Mail (send to):
The Communications Director
4/31 Thompson Street
Bowen Hills QLD 4006
Managing your complaint
Our complaint management process is designed to ensure that your complaint is managed objectively, efficiently and fairly.
Acknowledging your complaint
- Telephone and in person: We will acknowledge your complaint immediately and give you specific feedback (where available) on the spot.
- Online: We will acknowledge your complaint immediately by providing you with a complaint reference via email.
- Other: We will acknowledge your complaint within 2 business days of receipt of your complaint.
How we will manage your complaint
We’ll do everything we can to resolve your complaint on first contact. We will advise you if we need to investigate your complaint further, including escalating internally. For example, if we need to listen to any call recordings or speak to other staff members.
Monitoring the progress of your complaint
While we are investigating your complaint, we endeavour to update you on the progress of your complaint. Additionally, you can check the progress of your complaint at any time by contacting us.
Resolution of your complaint
We always aim to resolve your complaint within 15 business days of receipt of your complaint. However, there may be occasions where we are not able to resolve your complaint within this timeframe (for example, complaints where we need to receive instructions from third parties such as our channel suppliers or other sub-contractors). If that is the case, we will notify you of the reason for delay and we will provide you with a new timeframe for resolution.
Once we have resolved the matter, we aim to complete all necessary actions to deliver your resolution as swiftly as possible.
If we are unable to resolve your complaint
We aim to provide the highest level of customer service when handling complaints. If you are not satisfied with the outcome of your complaint or you are unhappy with the way your complaint has been handled, we will escalate your complaint to one of the management team for review. You may also request at any time during the complaint handling process for your complaint be escalated to a team leader or manager.
In the rare case where we’ve exhausted all internal escalation avenues and you still remain dissatisfied with the outcome or progress of your complaint you may refer your complaint at any time to the:
- Australian Communication & Media Authority (ACMA) – if your complaint relates to any broadcasting matter (i.e. captioning, programming) – 1800 226 667.
- Office of Fair Trading (OFT) – in your state or territory, if your complaint relates to a technical fault, billing or credit management issue on your TV service.
- Office of the Australian Information Commissioner (OAIC) – if your complaint relates to the use or misuse of your personal information – 1300 363 992.
- Advertising Standards Bureau (ASB) – if your complaint relates to advertising in APRS media magazines – (02) 6173 1500.
While we aim to resolve all complaints in a timely manner, we understand that some complaints may be more urgent than others.
We consider an urgent complaint to include the following:
- Where the issue of the complaint would contribute or aggravate the financial hardship of a customer who falls under our Financial Hardship;Urgent complaints are given priority and we aim to resolve urgent complaints within 2 working days of being received. If we are unable to resolve your urgent complaint within this timeframe, we will notify you of the reason for delay and we will provide you with a new timeframe for resolution.
If you feel that your complaint is urgent and requires priority attention, please notify us at the time of lodging your complaint and we will do our best to assist you.
We are happy for you to nominate someone to speak to us on your behalf. We ask that you notify us either via phone or in writing that you authorise this person to speak on your behalf. We cannot speak with this person about your complaint until we have received this authorisation from you.
Our aim is to ensure that our complaint handling process is accessible to all of our customers including our customers with disabilities and special needs.
If you need assistance lodging a complaint with APRS MEDIA or need help to understand our complaint handling process and you suffer from a hearing impairment, you can contact us through the National Relay Service: You can use the National Relay Service http://www.relayservice.com.au/ to contact us about lodging a complaint.