PICA Group aims to deliver exceptional service to our customers. We recognise that we occasionally make mistakes and sometimes your expectations are not met. Please be assured that we take customer feedback very seriously, and see complaints as an opportunity to learn about how we can improve on our service delivery.
The purpose of this policy is to share with you our commitment to resolving customer issues and the process of how you can raise your concerns. This policy complies with the AS/NZS 9001:2016 Quality Management System Requirements and the AS/NZS 1002:2014 Guidelines for Complaint Management in Organisations.
Complaints will be treated with respect and you will be updated on the progress and timelines where practicable and appropriate.
In working with you on resolving your issue, we will: