Cascade (Australia) Pty. Ltd. ACN 000 998 710 (“Cascade”) is committed to delivering high quality products and services to those who deal with it. Cascade is committed to understanding and responding to the needs and concerns of our customers and clients.
The aim of this policy is to provide guidance as to the manner in which Cascade receives and handles complaints made to Cascade in respect of Cascade’s business activities and dealings with its customers and clients.
The objective of this policy is to assist Cascade in dealing with and resolving complaints in an efficient, effective and professional manner.
Where possible, complaints should be made in writing so that the details of the complaint are clear and complete and so that we may more effectively deal with the complaint. Complaints should be directed to:
PO Box 332
Salisbury, QLD 4107
Telephone: 07 3373 7345
We will acknowledge receipt of a complaint immediately upon receipt.
We will endeavour to resolve complaints within four (4) weeks of receiving the complaint. However, this may not be possible in all instances. Where time to deal with a complaint will exceed four (4) weeks, we will contact the complainant to inform of the reasons for the delay and indicate when we expect to be in a position to complete our review of the complaint.