Complaints handling

1. Purpose

This procedure explains how to raise a complaint about HLD Group’s services, conduct, or privacy practices, how we handle it, and what you can expect from us. We treat complaints as valuable feedback and an opportunity to put things right and improve.

2. Scope

This procedure applies to complaints from customers, users, members of the public, suppliers, and other stakeholders about HLD Group. Complaints that concern suspected misconduct or wrongdoing may be better handled under the Whistleblower and Speak-Up Policy, and privacy complaints may additionally be handled under our privacy arrangements.

3. How to complain

Email contact@hldgroup.org with your name, contact details, a description of the issue, and the outcome you are seeking. If you need to complain in another format or need assistance to do so, tell us and we will accommodate reasonable requests, consistent with our Accessibility Statement.

4. How we handle your complaint

• Acknowledgement within two business days
• Triage and assignment to an owner within five business days
• Investigation, with updates to you at least every ten business days
• A written outcome setting out our findings and any remediation or explanation
• Escalation to an independent executive review on request if you are not satisfied

5. Fair handling

Complaints are handled fairly, confidentially, and without detriment to the person complaining. We do not treat anyone adversely for raising a complaint in good faith. Where a complaint reveals a systemic issue, we act on the underlying cause, not only the individual case.

6. Privacy complaints and external escalation

Privacy complaints may also be directed under our privacy arrangements. Australian residents who are not satisfied with our response to a privacy complaint may contact the Office of the Australian Information Commissioner. Depending on the nature of the complaint, other regulators or ombudsman schemes may also be available to you, and nothing in this procedure limits your legal rights.

7. Records and improvement

Complaints are logged and retained for three years under the Data Retention Policy, and are analysed for trends so that we can improve our services and prevent recurrence.