Complaints Policy
Vantage NSW Pty Ltd
Effective Date: 1st June 2025
Effective Date: 1st June 2025
1. Purpose
Vantage NSW is committed to providing high-quality services and acting with integrity,transparency, and accountability. We welcome all feedback, including complaints, as anopportunity to learn, improve, and maintain strong client and community relationships.
2. Scope
This policy applies to all complaints received by Vantage NSW from:
● Clients and customers
● Event attendees or partners
● Contractors, suppliers, or members of the public
● Individuals whose personal data we handle
It covers complaints about:
● Service quality or delivery
● Conduct of staff or representatives
● Misuse of personal information or breaches of privacy
● Marketing practices or communication
● Unfair treatment or dissatisfaction with outcomes
● Clients and customers
● Event attendees or partners
● Contractors, suppliers, or members of the public
● Individuals whose personal data we handle
It covers complaints about:
● Service quality or delivery
● Conduct of staff or representatives
● Misuse of personal information or breaches of privacy
● Marketing practices or communication
● Unfair treatment or dissatisfaction with outcomes
3. Our Commitment
We will:
● Treat all complaints seriously and confidentially
● Acknowledge complaints promptly
● Investigate and resolve complaints in a fair and timely manner
● Take corrective action where required
● Respect your right to escalate concerns to external bodies
● Treat all complaints seriously and confidentially
● Acknowledge complaints promptly
● Investigate and resolve complaints in a fair and timely manner
● Take corrective action where required
● Respect your right to escalate concerns to external bodies
4. How to Make a Complaint
You can lodge a complaint in the following ways:
Or speak to one of our staff at an event or in person
Please include:
● Your name and contact details
● A description of your concern
● Any relevant documentation or screenshots
● The outcome you’re seeking (if known)You may choose to remain anonymous, but this may limit our ability to respond or resolve the issue.
Please include:
● Your name and contact details
● A description of your concern
● Any relevant documentation or screenshots
● The outcome you’re seeking (if known)You may choose to remain anonymous, but this may limit our ability to respond or resolve the issue.
5. What Happens Next
1. Acknowledgement: We will confirm receipt of your complaint within 5 business days.
2. Assessment: The complaint will be reviewed by a relevant staff member or manager.
3. Resolution: We aim to resolve most issues within 10 business days. Complex matters may take longer, but we will keep you updated.
4. Response: We will respond in writing (or your preferred method) with the outcome and any actions taken.
2. Assessment: The complaint will be reviewed by a relevant staff member or manager.
3. Resolution: We aim to resolve most issues within 10 business days. Complex matters may take longer, but we will keep you updated.
4. Response: We will respond in writing (or your preferred method) with the outcome and any actions taken.
6. Privacy and Confidentiality
All complaints are handled in accordance with the Privacy Act 1988 (Cth). Your personal information will only be used for complaint management purposes unless otherwise permitted by law.
7. External Resolution Options
If you are not satisfied with the outcome, you may escalate your complaint to one of the following external bodies:
● Privacy complaints:
Office of the Australian Information Commissioner (OAIC)
1300 363 992 | 🌐 www.oaic.gov.au
● Consumer complaints:
Australian Competition and Consumer Commission (ACCC)
1300 302 502 | 🌐 www.accc.gov.au
● Privacy complaints:
Office of the Australian Information Commissioner (OAIC)
1300 363 992 | 🌐 www.oaic.gov.au
● Consumer complaints:
Australian Competition and Consumer Commission (ACCC)
1300 302 502 | 🌐 www.accc.gov.au
8. Review
This policy will be reviewed every 12 months or as required following significant feedback, legislative change, or major complaint handling events.
Need Support?
If you need help submitting a complaint (e.g. due to language, disability, or literacy needs),please contact us and we’ll provide a suitable support pathway
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