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Complaints | Rapid Lodgements

Complaints

Compliments, Concerns or feedback, How to have your say…

At Rapid, we aim to provide the very best service for our customers

It’s ok to make a complaint or express your concerns

If you are not satisfied with our service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.

We take your concerns seriously 

Our team is here to listen. Every complaint or concern is discussed, addressed and seen as a positive to improve our services.

Assistance will not be a compromise

Providing the best possible solution to every client is important to us. Please be assured that providing feedback will not affect your application in any way.

Share a positive experience with us

Please let us know when a staff member does a great job, or when your overall hospital experience has been positive. We are always keen to hear about and recognise excellent work from our team.

How do you lodge a complaint.

You can lodge a complaint by contacting the Complaints Officer by:

Email: complaints@rapidlodge.com.au
Phone: 02 89586754

Letter:
Complaints Officer
Rapid Lodgements
PO Box TBA
Mascot, NSW
2020

The Complaints Officer has the necessary experience and authority to handle your complaint.

Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.

How will we deal with your complaint.

When we receive a complaint, we will do our best to resolve it promptly.

To help us do this, we ask that you provide:

  1. all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
  2. any additional information that we may reasonably request.

We ask that you provide any information that we request within a reasonable time frame.

What if you are not satisfied.

If you are not satisfied with our response to your complaint or we do not reach an agreement within the prescribed timeframe, which is 45 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA can be contacted by:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au

This is a free service that provides you with an independent mechanism to resolve certain complaints.

You have the right to:

  1. Access appropriate and easily understood information about the complaints process
  2. Be kept informed of the investigation’s progress and a target completion date
  3. Have your complaint lodged by a carer or relative, at your request
  4. Have a support person of your choosing present at any meeting that you may attend relating to your complaint
  5. Withdraw from the complaint at any stage
  6. Raise the complaint through alternative channels. e.g., Australian Financial Complaints Authority (AFCA)

You are expected to:

  1. Raise your concerns at the earliest possible stage and provide staff with the information needed to provide a helpful outcome
  2. Respect the role of staff and their right to respond to a complaint
  3. Treat staff with courtesy and consideration
  4. Not knowingly make false or malicious complaints