This policy has been developed by Love My Fur Kids. No legal rights arise under this document.
This Complaint Handling Policy aims to:
Provide a framework for Love My Fur Kids contractors to work with when handling Complaints from cstomers;
Ensure consistency within Love My Fur Kids in handling and resolving Complaints from Customers; and Assist Love My Fur Kids commitment to provide quality pet sitting services and customer service.
Love My Fur Kids defines the term complaint as any expression of dissatisfaction or grievance made to Love My Fur Kids by a customer with any product or service of Love My Fur Kid has to offer, not including a request for information.
Love My Fur Kids Head Office will provide reasonable information and assistance to ensure that Complaints are lodged effectively.
Complaints may be lodged in the following ways:
Phone: By phoning 0433647097 – 5 days a week (9am to 5pm)
Email: Electronic mail to: wecare@lmfk.com.au (24 hrs)
Mail: Love My Fur Kids PTY LTD
PO Box 342 Bondi Road Post Office NSW 2026
Web: www.lovemyfurkids.com.au
Complaints will be acknowledged and Customers will be advised of a reference that can be used to identify progress of their Complaint.
Love My Fur Kids has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilized to ensure complaints are resolved promptly and courteously.
Love My Fur Kids goal is to manage our customers expectations realistically. This involves the careful examination of each complaint and offering a resolution on the basis of that analysis.
All Complaints are recorded and analyzed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments or licensees’ and affiliates to improve current processes.
Love My Fur Kids complaint handling procedures and systems are periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
Love My Fur Kids goal is to finalize complaints at first contact
Where necessary, Customers will be kept informed of the progress of their complaint and Love My Fur Kids internal escalation process.
