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Complaint Handling Policy

 

Policy: Complaint Handling Policy

Version: P115V1.240314

What’s this all about?

Jetts Complaint Handling Policy let’s you know;

  • That we appreciate and welcome complaints (we prefer to call it feedback!). We’ll try our very best to resolve a complaint quickly and easily and use it to help to improve
  • We can keep a secret
  • How you can make a complaint
  • How we process, record and track a complaint
  • What to do it your still not happy

 

1.     Thanks!

1.1.  Hey, thanks for taking the time to read through our policy. You’re feedback might help us improve what we do for all our members!    

2.     Let’s chat!

2.1.  Maybe we can resolve the issue straight away? Why not jump online and Live Chat to us at www.jetts.co.nz. After all, we are there to help you!

3.     Confidentially speaking

3.1.  Whenever possible, your details will only be known by those directly concerned with your issue. We want to make you feel as comfortable as possible in giving us feedback

4.     How can you make a complaint 

4.1.  It’s easy! Just send an email to our membership support team at complaints@jetts.co.nz

4.2.  In the email, remember to confirm the following points, so we can make things right;

4.2.1.     Your name, your home club, your email address and best contact number

4.2.2.     What happened - the date, was anyone involved and a detailed description

4.2.3.     Do you want/need this fixed? If yes, what would you suggest?

4.2.4.     Do you want a reply? If yes, how (email or phone call)

5.     Here’s how we’ll look after your feedback

5.1.  Once it’s received, we’ll send you a confirmation email (unless requested otherwise) within one working day

5.2.  We will then look into your situation and email you a response, hopefully containing details of how we can fix things, within three working days (if more time is needed to look into the matter, we’ll let you know!)

5.3.  Hopefully that all works out fine… but if not, we will move up the chain of command and find someone else who can help you. We will do all we can to resolve your complaint and record all we’ve done to do so

5.4.  Our records will be closed once the issue has been resolved

6.     If you're still not satisfied

6.1.  If you feel your issue has not been resolved completely, you can also for it to be reviewed by a memebrs or the Head Office Senior Management team.

6.2.   The ‘best person’ will have a look at the situation and email you a response, within three working days (if more time is needed to look into the matter, we’ll let you know again!)

6.4.  Our records will be closed once the issue has been resolved