Statement of Purpose
Employees, customers, suppliers or the community are encouraged to raise any concerns that they have with our organisation, our people or our work practices without reprisal.
If you have a complaint, or you are not happy with our service or just want more information please let us know. By telling us, you give us the best opportunity of resolving queries before they escalate.
Complaints will be handled in accordance with our six-point complaint process.
Six-point complaint process
- We Acknowledge: Within one business day of receiving your complaint, we will acknowledge receipt of your complaint.
- We Review: We undertake an internal review of your complaint and determine if any further information or documentation is required for us to fully investigate.
- We Investigate: Within 10 business days of receiving your complaint, we will investigate objectively and impartially, by considering all of the information you have provided us.
- We Respond: Following our investigation we will notify you of our findings of your complaint and propose a resolution.
- We Act: Where appropriate we amend our business practices or policies.
- We Record: We will record the complaint for continuous improvement and monitoring through regular review.
Making a complaint
We have several ways that you can make a complaint. If you wish to notify us anonymously, we encourage you to write to us.
Phone: 1300 456 692
Email: hello@kooya.com.au
In person: U1, 28 Ruse Street Osborne Park, WA 6017
Dispute Resolution
We are committed to treating every customer with respect and fairness. If an employee, customer, supplier or community is not satisfied with the resolution proposed through our comprehensive complaints procedure they have the following options available to them:
- Advocate: Kooya can appoint an external dispute resolution advocate who can mediate a resolution as an advocate for the customer. The advocate will meet with the customer at our expense to discuss the dispute and recommend a solution. Kooya will abide by the recommendation of the advocate.
- Australian Financial Complaints Authority: If an advocate is unable to resolve the complaint, the customer can refer the matter to the Australian Financial Complaints Authority (AFCA) who can address the matter with us on behalf of the customer. AFCA can be contacted on 1800 931 679 or via email at info@afco.org.au
You can find out more about AFCA at www.afca.org.au - Legal Rights: All customers have the right to seek legal advice and have legal counsel represent their interests.