Baycorp takes all complaints seriously and aims to handle them in an effective, prompt and objective manner. Our Complaints Handling process complies with the Australian Standard 4269-1995 Complaints Handling.
For information on our Complaints Handling process, which includes how to make a complaint, click on any of the questions below.
- What type of complaint can I make?
Baycorp's Complaints Handling process covers all operational aspects for Baycorp in both Australia and New Zealand.
Close - Who do I contact to make a complaint?
You can lodge a complaint with Baycorp through any of the following channels:
 | Australia | New Zealand |
|---|
| Phone | 1300 305 087 | 0800 081 576 |
| Fax | 02 9806 2555 | 09 356 5849 |
| Postal | c/- Complaints
Baycorp (Aust) Pty Limited
Locked Bag 5031
Parramatta 2124
| c/- Complaints
Baycorp (NZ) Limited
PO Box 92063
Victoria Street
Auckland
|
| Email | Click here | Click here |
Close - What information do I need to provide in order to make a complaint?
In order to investigate your complaint effectively Baycorp may need the following information from you:
- Appropriate identification.
- Provision of contact details.
- Sufficient detail relating to the nature of the complaint and supply of any relevant documents and other information that may support the complaint and its resolution.
Close - How long will it take to resolve a complaint?
The length of time Baycorp takes to resolve your complaint will depend on the nature and complexity of the issues you have raised, and the extent of the enquiries required to enable those issues to be addressed:
- Where possible Baycorp will attempt to resolve matters at first point of contact.
- Baycorp aims to acknowledge all complaints received within two working days of receipt.
- Baycorp will endeavour to respond to the majority of all complaints within 10 working days of receipt.
- For complaints that require in-depth investigation or additional information Baycorp attempts to respond within 30 working days of receipt.
- Where it has not been possible to complete the complaints review process within 30 working days Baycorp will notify you of the reasons for the delay and provide an updated target date for resolution.
- Acknowledgement and all correspondence will be carried out either by post, email or telephone.
Close - What information do I need to provide in order to make a complaint?
If Baycorp ascertains that your complaint is justified, possible actions in response may include:
- Rectifying any mistake.
- Providing you with additional information or documentation to enable you to understand what happened and how we have dealt with it.
- Amending Baycorp policies, systems or procedures if a systemic or recurring problem has been identified.
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