Diamond Towing Service Complaints Procedure
Objective: To provide a straightforward process for customers and other individuals to lodge complaints related to crash towing services, ensuring that these complaints are investigated and resolved promptly and fairly.
1. Complaint Submission Process
1.1. How to Make a Complaint:
- Email: Send an email detailing your complaint to admin@diamondtowingservice.com.au Please include your contact information and any relevant details about the incident.
1.2. Information Required: When submitting a complaint, please provide:
- Your name and contact information
- Date and time of the incident
- Location of the towing service
- Vehicle details (make, model, and license plate number)
- A detailed description of your complaint
- Any additional supporting documents (receipts, photographs, correspondence, etc.)
2. Complaint Handling and Investigation
2.1. Acknowledgment of Complaint:
- All complaints will be acknowledged within 48 hours of receipt, informing the complainant that the matter is being investigated.
2.2. Investigation Process:
- Our designated complaint handling officer will review the complaint and gather all necessary information, which may include interviewing involved staff, reviewing documentation, and assessing the situation.
2.3. Timeframe for Resolution:
- We aim to complete the investigation and provide a resolution within 14 business days. If more time is needed due to the complexity of the case, the complainant will be informed accordingly.
3. Resolution and Follow-Up
3.1. Communicating the Outcome:
- Once the investigation is complete, the complainant will be informed of the outcome via their preferred communication method (phone, email, or mail). This will include details of any actions taken in response to the complaint.
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4. Accessibility of the Complaints Procedure
4.1. Availability:
- This complaints procedure will be made publicly accessible through the following means:
- Provided via email upon request.
Review and Updates: This complaints procedure will be reviewed annually and updated as necessary to ensure it remains effective and user-friendly.
By adhering to this procedure, Diamond Towing Service is committed to addressing concerns and improving customer satisfaction and is in compliance with WA’s Towing Services Act 2024.