Purpose
This policy outlines the procedure for addressing complaints and grievances related to how Rachael Goldsworthy Realty handle personal information, ensuring compliance with the Australian Privacy Principles (APPs) and relevant legislation.
Principles
- Rachael Goldsworthy Realty is committed to protecting the privacy of personal information.
- Complaints will be handled in a fair, timely, and efficient manner.
- Individuals have the right to complain about a breach of the APPs.
Procedure
1. Lodging a Complaint:
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- If you have a concern about how your personal information has been handled, you should first contact Rachael Goldsworthy Realty directly.
- Rachael Goldsworthy Realty suggests registering an escalation request to initiate the complaint process.
- While consent can be provided verbally, there’s a preference for written complaints.
2. Information Required:
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- When lodging a complaint, provide as much detail as possible, including:
- Your name and contact information.
- A clear description of the issue.
- Any relevant dates or documentation.
3. Handling of Complaints:
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- Upon receiving a complaint, Rachael Goldsworthy Realty will:
- Log the complaint.
- Listen to the grievance.
- Thoroughly investigate the matter.
- Explore and implement appropriate remedies.
- Develop an action plan/procedure if necessary.
4. Response Time:
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- Rachael Goldsworthy Realty aim to respond to complaints in a timely manner.
5. Escalation:
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- If you are not satisfied with the initial response, you can escalate your complaint to the Office of the Australian Information Commissioner (OAIC).
- Contact details for the OAIC:
- Phone: 1300 363 992
- Website: Privacy complaint form (available through the OAIC website)
Important Notes:
- Rachael Goldsworthy Realty has implemented practices, procedures, and systems to ensure compliance with the Australian Privacy Principles and to effectively handle complaints.
- Rachael Goldsworthy Realty is committed to acting in accordance with privacy legislation.
- This Complaints Policy is subject to review and may be amended from time to time.
This policy is designed to ensure that your privacy concerns are addressed effectively and in accordance with legal requirements.
