Phone: (03) 9639 3000
In writing: Attention Complaints Officer, 1 Pelham Street, Carlton VIC 3053
How we resolve complaints
Incolink’s aims in addressing complaints are to:
- ensure people are treated fairly, reasonably and promptly;
- reassure employer members and worker members that Incolink is committed to resolving problems and improving stakeholder relations;
- ensure information about complaints is examined as part of a continuous process of organisational review and improvement; and improve Incolink's accountability and transparency.
By phone: The quickest way to resolve your complaint is by speaking with one of our team members. If they are unable to solve your problem, a manager will take responsibility to resolve your concerns.
By letter: We will respond to your complaint as soon as possible and provide you with an indication of how long it will take to resolve. We aim to resolve all customer complaints within 10 working days.
Note: If the nature of your complaint relates to Privacy Act concerns, please contact the Privacy Officer at firstname.lastname@example.org.
Complaints about third party service providers
Where the complaint is about a third party engaged by Incolink to provide a particular service, our team members will refer you to the third party to be resolved under their own dispute resolution or complaints handling process. Depending on the nature of the complaint, Incolink will help to ensure the third party treats you courteously, fairly and deals with your complaint expeditiously.
What to do if you want a review of the outcome of your complaint
If our team members, managers or Complaints Officer are not able to resolve your concerns, we will refer your complaint to our CEO for review.