Complaints and Disputes Overview
Adatree has a Complaints and Dispute Policy and processes to ensures that we have a reasonable and appropriate framework in place for Adatree customers and end customers to raise any complaints or disputes.
Adatree provides access to both an internal (IDR) and external (EDR) dispute resolution process. The process for lodging a complaint through both IDR and EDR must be free of charge to the complainant. External disputes are handled in conjunction with Australian Financial Complaints Authority Limited (ABN 38 620 494 340).
At all times Adatree aims to be fair and reasonable in its dealings with the customer. Adatree will treat expressions of dissatisfaction seriously and investigate and respond in a professional and timely manner. We intend to deal with disputes in an efficient, timely and effective manner.
Complaints are handled in accordance with Adatree’s policy and procedures that have been established in accordance with the Consumer Data Right rules and standards and other applicable legislation. Adatree treats customer complaints as opportunities to:
- Better understand our customers’ needs;
- Identify and address recurring or systematic problems;
- Analyse and identify opportunities where we can improve;
- Resolve customers’ concerns;
- Provide solutions to customer problems rather than remedies imposed by an external body;
- Investigate allegations of misconduct;
- Improve our service delivery; and
- Enhance existing products and develop new products.
Everyone at Adatree has a personal responsibility to own and work to resolve customer complaints at the earliest possible opportunity, so that we may minimise customer dissatisfaction, improve our customer’s experience and reduce the cost of complaints to Adatree. Where possible, the dispute should be resolved by Adatree’s Internal Dispute Resolution process in order to:
- Prevent disputes becoming entrenched;
- Preserve customer relationships;
- Deal with disputes more efficiently and cost-effectively; and
- Improve customer satisfaction.
Who May Lodge A Complaint
Anyone who is a customer or partner of Adatree, a customer of an organisation licensing Adatree’s software, may lodge a complaint. Customers include any person who has had direct or indirect contact with Adatree in relation to a service or platform that Adatree offers.
Complaints received in any format should be acknowledged and resolved immediately where possible. On the Adatree website, customers are directed to send complaints to email@example.com but they may call or write with other complaints.
Internal Dispute Resolution
Adatree has developed the complaints handling procedures that detail the steps involved in dealing with complaints from the point at which they’re lodged through to the final resolution.
Complaints may be received directly from the customer, the customer’s representative, or escalated from an internal department.
Complaints will firstly be reviewed via Adatree’s internal dispute resolution (IDR) process. If unable to provide a satisfactory response to the complainant, we are obliged to advise customers of their right to escalate the complaint to an EDR scheme. The management of complaints escalated to an EDR scheme is also handled by the Designated Dispute Officer.
Responding to Complaints or Disputes Within Appropriate Timeframes
General Complaint Timeframes
We aim to resolve all complaints within five (5) business days. If this is not possible, the customer must be kept informed of the progress on a regular and frequent basis.
Where the complaint is resolved by the end of fifth business day Adatree is not required to adopt the full IDR process described in the remainder of this Policy. However, Adatree should record the details of the complaint and how it was resolved.
CDR Complaint Timeframes
Complaints relating to CDR are submitted via email at firstname.lastname@example.org.
Adatree will immediately acknowledge receipt of the complaint within five (5) business days of being received.
CDR related complaints will be investigated and attempted to provide the complainant with a written response to resolve the complaint, within thirty (30) calendar days of receipt of your complaint.
If the complaint remains unresolved after thirty (30) calendar days, the complainant will be advised in writing that additional time is required to complete the investigation and to provide a response. When the complaint is resolved, the complainant will receive a ‘final response’ letter within 45 days, informing them of:
- the final outcome of your complaint or dispute;
- their right to take their complaint or dispute to External Dispute Resolution; and
- if they are not satisfied with the response, you may lodge a complaint with the Australian Financial Complaints Authority
If the complaint remains outstanding within forty-five (45) days, Adatree must write to the complainant to:
- inform you of the reasons for the delay;
- specify a date when a decision can be reasonably expected;
- informs them of their right to take their complaint or dispute to an External Dispute Resolution; and
- if they are not satisfied with Adatree’s response, they may lodge a complaint with the Australian Financial Complaints Authority.
The 45-day period does not restart while Adatree awaits new information to be provided by the complainant. Adatree must engage the complainant early in order to receive the appropriate facts and information required to make a sound judgement within the allocated timeframe.
External Dispute Resolution
Complainants are able to refer their complaint to an EDR scheme for independent review. EDR schemes will only review a complaint if the EDR, in their absolute discretion, determines that the complaint falls within their Terms of Reference. It is also expected that Adatree will have the opportunity to consider all complaints within their IDR team. Adatree is a member of AFCA, Member Number 79737.
Customers can contact AFCA:
Phone: 1800 931 678
Mail: Australia Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
You can contact us in the following ways:
- by calling us on (02) 8017 1118
- by email at email@example.com
- in writing to 3 Spring St, Sydney NSW 2000