Dispute Resolution Policy

Although newbizsolutions Pty Ltd conducts its business in a professional and structured manner and endeavours at all stages of its business, operations and services to deliver complete customer satisfaction, the company recognises the right of the customer to complain when feeling dissatisfied with the service of the Company. We undertake, wherever possible, to resolve complaints and to prevent similar complaints from occurring.

newbizsolutions understands and appreciates that most people who feel they have a complaint for any reason - warranted or not - want:

To be heard;
To be understood and taken seriously;
To be respected;
To be given an explanation;
To be given an apology, where appropriate; and
To get action or resolution as soon as possible

All complaints are registered through our Central Records System and documented at each stage of assessment. Our Dispute Resolution Policy outlines procedures for dealing with complaints.

The policy objective is to provide procedures to control the processing of complaints as a way of improving services to our clients ensuring that requests are acknowledged courteously and investigated efficiently and effectively.

Policy Statement:
Complaints made to newbizsolutions pty ltd by clients must be handled within the following guidelines:

All complaints must be dealt with in accordance with the “Customer Complaints Management Procedure” as adopted and amended from time to time.
All complaints received by newbizsolutions pty ltd must be recorded and documented and shall be acknowledged as soon as possible, and in any event within two normal working days.
All complaints will be investigated and complainants notified of the results of the investigation, within the prescribed timeframes of the “Dispute Resolution Policy” Procedure.
Where a complainant is not satisfied with the outcome, an appeal against the result can be lodged with the Managing Director, or the matter can be referred to an independent authority for investigation.

Customer Complaints Management Procedure:
Currently, all complaints are to be passed on to Paul Brick, Director newbizsolutions pty ltd.

Direct: 03 5335 2231
Mobile: 0438043798
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Dispute Resolution Policy Timelines

Complaint to be acknowledged within 24 hours (one working day) of the complaint being lodged to the Director (the lodgement date).
Resolution process to be initiated within 48 hours (two working days) of the lodgement date.
Dispute or complaint to be resolved within one week (7 working days) of the lodgement date.

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