Issue resolution process

We acknowledge that sometimes you may not be satisfied with the service or advice you receive from us. If this occurs, we want to be able to effectively and efficiently respond to your concerns by utilising our issue resolution process. 

Contact your Project Manager

Issues should be raised in the first instance with the Project Manager assigned to your application.
The project manager is responsible for undertaking a detailed assessment of your proposal and is the best person to initially negotiate any issues. You will be informed of the Project Manager and Project Director following lodgement, with the exception of some services. You can be confident that your Project Manager will liaise with relevant technical experts, peers and senior management to ensure they are providing accurate advice in accordance with relevant legislation requirements. 

Refer to Project Director or Project Principal

If the issue can not be resolved in consultation with the Project Manager, you may ask for the matter to be referred to the relevant Project Director/Principal or make contact directly.
The Project Director/Principal is responsible for providing technical support and guidance to the Project Manager and, in most cases, will be the contact and decision maker for your application. The majority of issues should be resolved through consultation with the relevant Project Manager and/or Project Director/Principal. 

Refer to Team Leader or Coordinator

If you continue to have concerns, you may request that the matter be referred to the Team Leader and/or Coordinator. The Team Leader and/or Coordinator is responsible for managing and resolving complex matters in their team. 

Escalate to Branch Manager

If you are still not satisfied with the proposed resolution of your issue, you may request that consultation occur with the Branch Manager.
The Branch Manager is responsible for managing and leading staff to achieve the Branch purpose and goals, including achieving Branch performance targets.  Our preference is that issue resolution occurs within the Branch rather than further escalation to the Group Executive and/or the CEO.