Kooya Complaints Process

Statement of Purpose

Employees, customers, suppliers or the community are encouraged to raise any concerns that they have with our organisation, our people or our work practices without reprisal.

If you have a complaint, or not happy with our service or just want more information please let us know. By telling us, you give us the best opportunity of resolving queries before they escalate.

Complaints will be handled in accordance with our six point complaint process.

Six point complaints process

1. We Acknowledge: Within two business days of receiving your complaint, we will acknowledge receipt of your complaint.
2. We Review: We undertake an internal review of your complaint and determine if any further information or documentation is required for us to fully investigate.
3. We Investigate: Within 10 business days of receiving your complaint, we will investigate objectively and impartially, by considering the information you have provided us.
4. We Respond: Following our investigation we will notify you of our findings of your complaint and propose a resolution.
5. We Act: Where appropriate we amend our business practices or policies.
6. We Record: We will record the complaint for continuous improvement and monitoring through regular review.

Making a complaint

We have a number of ways that you can make a complaint. If you wish to notify us anonymously, we encourage you write to us;

• Phone:      1300 456 692
• Email:        hello@kooya.com.au
• In person:  U1, 28 Ruse Street, Osborne Park, WA

Dispute Resolution

We are committed to treating every customer with respect and fairness. If an employee, customer, supplier or community of Kooya is not satisfied with the resolution proposed through our comprehensive complaints procedure they have a have the following options also available to them.

Advocate

Kooya can appoint external dispute resolution advocate who can mediate a resolution as an advocate for the customer. The advocate will meet with the customer at our expense to discuss the dispute recommend a resolution. Kooya will abide by the recommendation of the advocate.

Legal Rights

All customers have the right to seek legal advice and have legal counsel represent their interests.

Acknowledgement of Country

Kooya acknowledges and pays respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. We acknowledge the continuation of cultural and spiritual practices of Aboriginal and Torres Strait Islander peoples.