Customer Complaints Policy

Resolving Complaints

We strive to provide excellent service. If you are unhappy with a product or service, or we do not meet your expectations, we would like to know so we can continue to improve.

What is a complaint?

A complaint is any expression of dissatisfaction made to or about the CDF, 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.

Making a complaint

This brochure guides you in how to raise a complaint, and what to do if you are not satisfied with our response.

How to contact us

118 Keppel St, Bathurst  NSW  2795

Phone (02) 6334 6400

Email: cdf@cdfbathurst.org.au

We will deal with your complaint in an efficient and timely manner. We will acknowledge your complaint within 1 working day. We will normally resolve your complaint within 5 working days and no later than 30 days.

If we are not able to resolve your complaint in 5 working days, we will contact you with the expected time frame and provide you regular updates.  

Do you need help to make your complaint?

If you need any other help, just ask. We will do our best to provide any assistance necessary to help you make your complaint. This includes helping you with completing documentation or other reasonable assistance you might need.  

What information will help us?

• Provide your preferred contact details, so we can easily get in touch.

• Any documents or supporting information relevant to your complaint

• Please tell us how you would like us to resolve your complaint.

What we will do

• Acknowledge your complaint within 1 working day

• Investigate your complaint

• Keep you informed on the progress

• Try to find a fair resolution to your complaint

• Respond to your complaint in writing, usually within 5 working days

• Keep a record of your complaint

• Keep your complaint confidential

• Inform you what you can do if you are not satisfied with our response.