Complaint Handling Process

Complaint Handling Policy

The NSW Local App Company acknowledges that dealing with customer complaints in a positive and constructive manner will help to keep subscribers. We want our subscribers to feel they can complain directly to us and strive to avoid negative publicity within the towns and small communities we operate.

This policy is focussed on reassuring customers that we value their feedback and are committed to resolving their issues in a fair, timely and efficient manner. It applies to all editorial content across the Lismore App.

What can be complained about

Complaints may relate to news reports, articles, editorials, letters, cartoons, images, advertising and other published material.

Fundamental principles

The NSW Local App Company complaint handling policy observes five fundamental principles:

  1. Fairness
  2. Accessibility
  3. Responsiveness
  4. Efficiency
  5. Integration

1. Fairness:

A complainant must be treated fairly, which will be achieved through impartiality, confidentiality and transparency.

1.1 Complaint handling staff should not be defensive when dealing with complainants.

1.2 A complainant should not be obliged to prove they are right or the NSW Local App Company or one of its Apps is wrong.

1.3 A complaint should be treated on its merits, with an open mind and without prejudice arising from any previous contact between the complainant and the NSW Local App Company or one of its Apps.

1.4 Clients have a right to expect that their privacy will be respected and their complaint will be investigated in private.

1.5 A complainant is entitled to know how a complaint will be handled and the outcome of the investigation.

2. Accessibility:

The complaint handling system should be accessible to the public.
2.1 The NSW Local App Company or the offending Apps will publicise how the public may lodge a complaint.

2.2 Subscribers should be given a range of contact options. At a minimum, this means a telephone number, an email address and a postal address.

3. Responsiveness:

The complaint handling system must be responsive to the needs of all complainants. This requires proper training of staff and adequate resources. Some complainants can be difficult to deal with. Among the common problems are rude or aggressive conduct, obstinacy in communicating with complaint handling staff, exaggeration or dishonesty in explaining a complaint, unreasonable persistence with a complaint that has been investigated or closed, and demands that are unrealistic or disproportionate. It is the responsibility of the NSW Local App Company or one of its Apps to act professionally when dealing with such problems. Staff must be given clear guidance and training in dealing with unreasonable complainant behaviour.

4. Efficiency:

The complaint handling system should be efficient. Our guiding principle is that complaints should be handled in a way that is proportionate and appropriate to the matter being complained about. All complaints, simple or complex, should receive continuing attention and be resolved as quickly as possible. This will help ensure that clients are satisfied and have confidence in the NSW Local App Company or one of its Apps.

5. Integration:

Complaint handling must be integrated within the NSW Local App Company or one of its Apps core business activities. This can result in the following business benefits:

5.1 Information from complaints can be used to identify weaknesses and lead to improvements.

5.2 If Managers keep informed about complaints and how they are resolved, they will be able to keep an eye on all aspects of operations.

Lodging a complaint

The NSW Local App Company and its Apps features a Contact Us button. The button features 2 tabs, the first is ‘Contact Us’ and the second is ‘About Us’.

Contact Us is in a dropdown format so users can send information that is sent directly to the Owner, Editor or Sales.

About Us provides information about the Lismore App and includes our Privacy Policy, Editorial Guidelines and Complaint Handling procedures hosted on our website www.lismoreapp.com.au.

People may submit a complaint about published content in the following ways:

  • Via the Contact Us button on the App
  • Via telephone to the publishers mobile phone number. – Publisher 0417 578 508
  • Via our website:
    – www.nswlocalappcompany.com.au
  • In writing to NSW Local App Company Pty Ltd postal address:
    – PO Box 385, Lismore, NSW 2804