Tasmanian Collection Service (TCS) complaints handling procedure has been created in line with the Australian Standard of complaint handling principles of fairness, accessibility, responsiveness, efficiency and integration to ensure that any complaint is handled in a fair, efficient and appropriate manner.
We are committed to resolving complaints effectively and efficiently and will make the necessary resources available, in order to do so.
We guarantee the complaints handling process will always be undertaken in a manner that is fair to all parties.
Our complaints handling process is available via this web site. If you require more information about TCS’s commitment to resolving complaints or want to find out more about TCS’s complaints handling process, please go to the Contact Us section on this website or email [email protected] or write to the Business Relationship Manager at the address below.
The complaints handling process is accessible to everyone and information on making and resolving a complaint is available, easy to understand and use. If you wish to lodge a complaint, or if you have a privacy request or complaint, please refer to the “how to lodge a complaint”, below.
In order to address your complaint, we will require the following information:
TCS complaints handling process is free.
If you would like to lodge a complaint, you may do so using any of the following methods:
If you submit your complaint online via the Complaint Lodgement Form, you will receive an automated acknowledgment. Please do not respond to this acknowledgment.
If you submit your complaint by email or by post, we will aim to send you an acknowledgement of your complaint within 2 working days of when we receive your complaint. If you do not receive an acknowledgement within five (5) working days, please contact us.
We aim to resolve your complaint within 20 working days but if the matter proves to be more complex, we will advise you of a revised time frame.
The complaints handling process has the capacity and authority to resolve and implement remedies, so it is important that you include the outcomes you are seeking.
All complaints and outcomes will be recorded. TCS maintains a complaint register and complaints will be classified and analysed for identification of any systematic and recurring problems.
The complaint handling process is regularly reviewed to ensure it is efficient and delivering effective and fair outcomes in a timely manner.
TCS staff training and education programs are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the complaints handling process with the aim of limiting the number of complaints.
We will always do our best to resolve your complaint. However, if you remain dissatisfied, you may escalate your complaint to the appropriate external body:
Office
29 Argyle Street
Hobart TAS 7001
Postal
PO Box 814
Hobart TAS 7001
Office Hours
9:00am – 5:00pm
Monday to Friday
Office
61 Paterson Street
Launceston TAS 7250
Postal
PO Box 525F
Launceston TAS 7250
Office Hours
9:00am – 5:00pm
Monday to Friday
*Closed daily 12:30pm – 1:30pm
Office
Shop 7, City Square Arcade
28-32 Wilson Street
Burnie TAS 7320
Postal
PO Box 355
Burnie TAS 7320
Office Hours
9:00am – 1:00pm
Monday to Friday