What is a “complaint”?
ASIC Regulatory Guide 271 defines a “complaint” nas:
“[An expression] of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
Breaking this down; when we determine whether a communication is a complaint we now must ask:
- Is it an expression of dissatisfaction to or about us?
- Does it relate to our products, services, staff or the handling of a complaint?
- Is a response or resolution explicitly, implicitly or legally required?
This definition also means that a complaint can be written or verbal.