At We Are Phillip Island, any complaints received against We Are Phillip Island or its service providers or are taken seriously and we deal with your issue thoroughly and fairly. It is the policy of We Are Phillip Island to address all complaints, in a professional and timely manner, to ensure that a satisfactory outcome is arrived for all parties concerned, and that any opportunities for improving the We Are Phillip Island services are adopted where practical as per our own commitment to continual improvement. We Are Phillip Island does however acknowledge its responsibility to act at all times within the designated scheme rules for the service being provided to individuals and advertisers. We Are Phillip Island will not therefore make decisions which breach these rules and will ensure individuals and advertisers are also aware of their responsibilities to act within the scheme rules as well. Complaints Handling Process Complaints about We Are Phillip Island should be made in writing to info@wearephillipisland.com.au
- Receipt of complaint will be acknowledged in writing;
- All complaints will be reviewed to ensure that we fully understand member concerns;
- We will conduct an investigation into areas of concern and keep the member up to date with progress.
- On completion of the investigation we will provide the member with a full response in writing.
Appeals Process When advertisements or listings are revoked or suspended, the reason for the suspension will be explained in writing. Any appeal must be made in writing giving full details of the appeal, relevant supporting information should also be supplied. We will acknowledge acceptance of any appeal and contact the member to address the issue. This initial contact may lead to a satisfactory resolution. If we are unable to resolve the appeal we will summon an intermediary or seek legal counsel. Additional information If you have any questions about this complaints policy please contact us at info@wearephillipisland.com.au
Updated April 2021.