Help is at Hand - Advocacy, Support & Utility Comparison Services Australia

Last updated: December 2024

Our Commitment to You

At Help is at Hand, we are committed to providing high-quality services and treating all clients with respect and dignity. If you are not satisfied with our services, we want to hear from you and work together to resolve any concerns.

How to Make a Complaint

You can lodge a complaint with us in the following ways:

Phone: 03 6185 0099
Email: marcus@helpisathand.info
In writing: Use our contact form or send a letter
In person: During a consultation or meeting

What to Include

When making a complaint, please provide:

Your name and contact details
Details of the service or issue you're complaining about
When the issue occurred
What outcome you're seeking
Any relevant documentation

Our Process

Step 1: Acknowledgment (Within 2 business days)

We will acknowledge receipt of your complaint and provide you with a reference number.

Step 2: Investigation (Within 10 business days)

We will thoroughly investigate your complaint, which may involve reviewing records, speaking with staff, and gathering additional information.

Step 3: Resolution (Within 21 business days)

We will provide you with a written response outlining our findings and any actions we will take to resolve the issue.

If You're Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to relevant external bodies such as industry ombudsmen or consumer protection agencies. We will provide information about these options if requested.

No Retaliation

We guarantee that making a complaint will not affect the quality of services you receive from us. All complaints are treated confidentially and professionally.

Complaints Handling