Complaints


ARL has a complaints handling and monitoring process that is designed to comply with the Australian Standard to ensure that all complaints received are handled in a fair, efficient and appropriate manner. The complaint handling process is regularly reviewed as part of the Quality Management System audit process to ensure it is efficient and delivering effective and fair outcomes in a timely manner. To lodge a complaint, please fill out the relevant criteria in the form at the bottom of this page.

To be able to resolve your complaint, we will need:

 

  • All your contact and identification details. This includes your full name, business and/or company name if applicable, phone and mobile number/s, email and postal addresses and your ARL reference number.
  • The details of your complaint. This includes the nature of your complaint and the outcome you are seeking. This will enable us to fairly and properly undertake an investigation of your complaint on your behalf to reach a resolution that’s fair and reasonable.

Your Rights and Responsibilities


The complaint handling process is regularly reviewed as part of the Quality Management System audit process to ensure it is efficient and delivering effective and fair outcomes in a timely manner.

Your rights and responsibilities

  • You have the right to make a complaint and to have that complaint handled fairly.
  • You have a right to have your complaint handled in accordance with the principles of the Australian Standard: Complaints handling, ISO 10002-2006, which determines the manner in which ARL will deal with .your complaint. .
  • We will endeavour to do our best to resolve your complaint but if you are still dissatisfied, you can take your complaint to ASIC at www.asic.gov.au  or by calling 1300 302 502 or the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992 if your complaint relates to Privacy.

ARL’s obligations and rights

  • To use the complaints handling principles to resolve your complaint.
  • To resolve all complaints in a fair and equitable matter for both parties.
  • To take sufficient time to complete an investigation into your complaint and to keep you informed of the expected completion date or progress made.
  • To continuously improve our business and processes.

Commitment & Resources


We are committed to resolving complaints effectively and efficiently.

Fairness

We guarantee the complaints handling process will always be undertaken fairly to all parties.

 

Visibility

Our commitment to resolving complaints and the process to do so is highly visible within our teams.

 

Assistance

If you require assistance to lodge a complaint, ARL will provide the necessary support in the formulation and lodgement of your complaint. To lodge a complaint, please fill out the relevant criteria in the Complaint form at the bottom of this page.

 

Responsiveness & Accountability

All complaints will be dealt with promptly and treated courteously. ARL will advise you of the estimated response and resolution time for a complaint. Complaints resolution times are monitored as part of ARL’s management reporting. 

 

Charges

We do not charge you to lodge a complaint. The ARL complaints handling process is completely free.

Contact Details


Email

For service related complaints, please email complaints@arlcollect.com.au

For Privacy related issues, please email info@arlcollect.com.au

Post

ARL COLLECT

Attn Compliance Manager:

P.O. Box 14390

City Mail Centre Melbourne VIC 8001

Phone

03 9320 0100

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