As a responsible company, Door seeks to maintain and enhance its reputation of providing high quality services. Door values complaints as they assist to improve its products, services and customer service. The company is committed to being responsive to the needs and concerns of customers or potential customers and to resolving their complaint as quickly as possible.
A complaint means an expression of dissatisfaction by a customer relating to a service provided by Door Ventures.
If the customer is dissatisfied with a service provided by Door, they should in the first instance consider speaking directly with the Account Manager or staff member/s they have been dealing with. If they are uncomfortable with this or consider the relevant staff members are unable to address their concerns, they can lodge a complaint with Door in one of the following ways:
If Door receives a complaint verbally and it is appropriate, the company may ask to put that complaint in writing.
When Door is investigating a complaint, it will be relying on information provided by complainant and information the company may already be holding.
Door may need to contact to clarify details or request additional information where necessary. To help us investigate the complaint quickly and efficiently we will ask you for the following information:
When taking a complaint, Door will record complainant name and contact details. Door will also record all details of the complaint including the facts and the cause/s of the complaint, the outcome and any actions taken following the investigation of the complaint. All dates and times will also be recorded relating to actions taken to resolve the complaint and communications between Door and the complainant.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues. Door will record the personal information of the complainant solely for the purposes of addressing the complaint. Any personal details captured as part of the process will actively be protected from disclosure, unless the complainant expressly consent to its disclosure. Where a third-party vendor such as a HRMS system, was involved in the process, Door may be required to speak with them to fully investigate your complaint.
Door will acknowledge receipt of the complaint within seven (7) business days, and keep the complainant informed of the progress of the complaint throughout the complaint resolution process.
Door is committed to resolving your complaint within 14 business days of lodging the complaint, however, this may not always be possible on every occasion. Where Door have been unable to resolve the complaint within 14 business days, the delay shall be informed to the complainant and communicate a specific date when the company will be in a position to finalise the complaint.
If Door has sought clarification or documentation from the complainant and are waiting to provide this information, Door may not be able to meet the 14-business day finalisation commitment. In such circumstances upon receipt of the clarification or documentation Door will indicate to as to when it expects to finalise the complaint. Once finalised, Door will advise of findings and any action taken against the complaint. This will be done in writing, unless it has been mutually agreed to provide it verbally. The complainant has the right to make enquiries about the current status of the complaint at any time by contacting us.
If the complaint is about a member of our staff, Door will treat the complaint confidentially, impartially and equally (giving equal treatment to all people).
Door will investigate the complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible. Door also treats its staff member objectively by:
If the complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency, Door may cease to take further action in relation to the complaint pending finalisation of their investigation.
Further information and advice on this policy can be obtained from the Door Team, policies@doorfunds.com.