This Complaints policy provides guidance to customers on how Till Hino receives and manages complaints.
Complaints
In this policy a complaint means an expression of dissatisfaction made to or about Till Hino by a customer or supplier relating to a product, services, staff where a response or resolution is explicitly or implicitly expected or legally required.
What to expect
Once a complaint has been received by Till Hino will endeavour to reply in writing to confirm receipt of complaint within 2 business days.
When determining who a complaint will be managed by, Till Hino will consider:
- How serious, complicated or urgent the complaint is;
- Whether the complaint raises concerns about people’s health and safety;
- How the person making the complaint is being affected;
- The risks involved if resolution of the complaint is delayed; and;
Whether a resolution requires the involvement of other organisations.
Till Hino will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety the response will be immediate and will be escalated appropriately.
Till Hino will undertake an initial internal review of the complaint to identify whether the issue raised is within our control and if a quick resolution can be sought.
An appropriate team member will be assigned to offer resolution or seek more information.
If a quick resolution cannot be sought it will then be escalated to the Group General Manager or Dealer Principal.
Till Hino will endeavour to resolve complaints at the first point of contact within 10 business days; however, this may not be possible depending on the complexity and if any external party my need to be involved or consulted such as manufacturer and body builder.
At the completion of any such investigation the complainant will be promptly informed of the outcome and what decision has been made.
How to make a complaint
Telephone: (03) 5222 3344
Mail: Till Hino ATT: Complaints, 17 Industrial Place, Breakwater, VIC, 3219
Email: info @TillHino.com.au
To help investigate a complaint quickly and efficiently we request the following information:
- Customer name & contact information.
- Team member the customer has been dealing with.
- The nature of the complaint.
- Details of any steps the customer has already taken to resolve the complaint.
