Complaint Handling and Dispute Resolution Policy

At Peerless Services, we acknowledge everyone’s right to express their opinion about our products and services. Compliments and complaints provide valuable feedback about our customer’s satisfaction with our products and services.

If you have a concern about the products or services you have received from us, please contact us as soon as possible so we can work on providing you an effective solution.

If you have any documentation available from the installation, such as the quote or invoice, please have that on hand so we can identify the works undertaken.

Once your complaint has been recorded, we may contact you to request further information before providing you with a solution or an update on the progression of your complaint.

You are always welcome to contact us if you have any further information or require an update on the status of your complaint.

How to provide feedback

Email

Please email us at [email protected] or complete our web enquiry form which can be found at the bottom of our website page here: https://peerlessgroup.com.au/contact-us

By mail

Our complaints mailing address is: 8 enterprise drive glendenning nsw 2761.

In person

If our representatives are at your premises, please raise any concerns and we will endeavour to resolve your issues on the spot. If they are unable to resolve your issue on the day, they will ensure to pass on your issue to Peerless Services, and we will be in contact with you to discuss your issue further.

Timeframe on resolutions

We aim to resolve all complaints within 5 working days, however this timeframe may vary from time to time based on circumstances outside of our control.

If your complaint is deemed urgent, we will aim to resolve it within 24 hours of the complaint being made.

If we foresee that the complaint will take longer than required to resolve, we will touch base with you accordingly to advise of the intended resolution date.

Nominating another individual to speak on your behalf

If you would like to nominate another person to communicate with us on your behalf, we will need to contact you to receive your permission by phone.

If you require assistance, such as an interpreter service or a National Relay Service, please let us know.

Need help providing feedback?

Translating and interpreting services

If you require an interpreter, please advise us accordingly or alternatively contact the Translating and Interpreting Service (TIS National) on 131 450.

Taking your concern to an external organisation

After providing us with reasonable chance to resolve your complaint, if you remain dissatisfied with our proposed resolution, you can forward your complaint to an external organisation for further advice.

The relevant organisation for your location is listed below