Complaints Handling Policy
What does our Complaints Handling Policy cover
It explains how to raise a concern and how we’ll respond. It sets timeframes and fair steps in Wollongong.
Our Commitment
We’re committed to high standards of service and workmanship. If something goes wrong, we’ll address it quickly and fairly.
We also comply with the Competition and Consumer Act 2010 and the Australian Consumer Law. Open, efficient complaint handling supports that compliance.
Policy Statement
If you’re dissatisfied with our services, products, or customer support, you can make a complaint. We respect your right to a clear process and outcome.
This Complaints Handling Policy aims to provide a simple path, timely updates, and fair resolutions.
Definitions
To keep this policy clear, these terms apply.
Complaint An expression of dissatisfaction about our services, products, staff, or complaint handling where a response is expected.
Complainant The person or organisation making the complaint.
Goods Products and services supplied by CKS Projects.
Outcome The resolution we offer, such as repair, replacement, refund, or explanation.
How to Make a Complaint
We make it easy to lodge a complaint. Use any of these channels.
Phone
Email
Post to our office in Unanderra NSW 2526
We’ll confirm receipt in writing and share an expected timeframe. If we need more details, we’ll contact you.
What to Include in Your Complaint
Help us resolve things faster with these details.
Your name and contact information
A clear description of the issue
Dates, times, and any reference numbers
Supporting documents or photos
Your preferred outcome
Acknowledgement and Consent
By making a complaint, you agree we may share relevant information within CKS Projects to resolve your concern. We’ll handle your personal information under our Privacy Policy. If consent or information is limited, our ability to help may be limited.
Principles of Complaint Handling
We handle complaints in line with these principles.
Impartiality We investigate without bias.
Confidentiality Your identity is protected.
Completeness We review all facts before deciding.
Accessibility You can lodge a complaint in different formats.
Equity Everyone is treated fairly and respectfully.
Three Levels of Complaint Handling
We use a three-tier model to resolve complaints at the right level.
Level 1 Frontline Resolution
Most issues are resolved early by our team through discussion and simple fixes.
Level 2 Internal Review
Complex matters or unresolved concerns are escalated. Options can include assessment, facilitated resolution, internal investigation, or review by a senior staff member.
Level 3 External Review
If you’re not satisfied with our outcome, you may contact an external body such as NSW Fair Trading or the ACCC, or pursue your options through a court or tribunal.
Complaints Register
We record complaints and outcomes in our internal register. We use this data to spot patterns, reduce repeat issues, and improve services.
Keeping You Informed
We’ll acknowledge your complaint promptly and keep you updated.
We aim to provide an outcome within 21 days
If more time is required, we’ll explain why and set a new date
All complaints are finalised within 45 days
No Cost
There’s no charge for lodging a complaint with us.
Unreasonable Conduct
We treat everyone with respect and expect the same.
Unreasonable conduct may include verbal abuse, excessive demands, or refusal to cooperate. In extreme cases we may limit contact while still working to resolve valid concerns.
Review of Policy
We review this policy regularly to ensure it reflects current laws and customer expectations.
Version 1.0
Last Updated 1 July 2025
Contact Us
CKS Projects
Unit 45/7 Waynote Place, Unanderra NSW 2526
Builders Licence Number 258735C
0483 908 669
info@cksprojects.com.au
CKS PROJECTS AUST PTY LTD
ABN 33 162 570 596
Final Note
We want every customer to be satisfied. If we fall short, tell us. We’ll listen, act fairly, and seek a practical solution. If you’re still unhappy, you have a clear path to independent review.