Complaints Handling Procedure

Introduction
theartistree regards customer service as of paramount importance and we endeavour to provide the
highest level of customer service. This extends to how we handle customer complaints.
theartistree wants to know if customers are satisfied with the products and services we provide, and we
welcome feedback as an opportunity to improve our services, systems and processes.
This statement outlines the theartistree customer complaints handling procedure for our products and
services.

Complaints handling at theartistree
theartistree is committed to resolving unsatisfactory performance and aims to provide an efficient and
fair process for handling customer complaints.
The theartistree Customer Service Centre is the main point of contact within theartistree whether you
wish to register a complaint or you are seeking further information about theartistree products and
services.
To contact theartistree Customer Service, please call us on: 03 9010 6038 or (urgently) 0418176661 or email:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
Each person you deal with from the theartistree Customer Service Centre will receive complaints in a
professional and courteous manner.
We aim to resolve most enquiries and complaints during the customer’s first point of contact with
theartistree, either via a phone call or email exchange. Our Customer Service Representatives have the
training and authority to deal with most problems or enquiries ‘then and there’.
It may not always be possible to resolve a complaint on the first point of contact; for example, because
further investigation is required, records need to be reviewed or enquiries made with other theartistree
team members. If a complaint cannot be resolved during the first contact, our objective is to resolve the
complaint within a time frame agreed with the customer.

Escalation procedure
If you are not satisfied with the way in which the Customer Service Representative has handled your
complaint, you can request the matter be escalated to a supervisor. The supervisor will deal with you
personally and not pass messages through other team members. Where you have raised a matter with a
supervisor, the supervisor will aim to resolve the complaint as soon as possible and within a timeframe
agreed with you.
If you are not satisfied with the supervisor’s handling of the complaint, you can request that more senior
theartistree personnel review the complaint.
.au Complaints Handling Policy
auDA Consumer Information is available at http://www.auda.org.au/help/faq-index/. To notify
theartistree of your complaint or dispute send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it