Complant Handling and dispute resolution

 Cyber Segura Complaint Handling and Dispute Resolution Policy
Cyber Segura aims to make it easy for customers to bring any problems or complaints to our attention and seeks to find a satisfactory resolution to any issues that are of concern. Customers should first raise any issues with their business contact person who is handling their service delivery. If you are not satisfied with the outcome, you can make a complaint to us by:· telephone (during business hours): call 0494186000 and ask to speak to Samantha Symons· email: samantha@cybersegura.com.auPlease provide as much detail as possible about your complaint, including the outcome you would like. If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.

How we will handle your complaint

The person will be responsible for working with you, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process. We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of our business, we will obtain your consent first.We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take? We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised. We will send you acknowledgment of receipt of the complaint within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will try to finalise the matter within five business days.

What action will we take in response to your complaint? If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome.Some of the things we might do include:· take steps to rectify the problem or issue you have raised as a priority · give you additional information or advice so you can understand what happened or how we have dealt with it· take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.Cyber Segura Monday, 15 July 2024