At Top Rider, our goal is to continually uphold and improve our standing as a provider of superior rider training services and related products. We pledge to attentively address the needs and worries of our existing and prospective customers, and we are dedicated to resolving any issues you may encounter in the most efficient manner possible.
This policy is crafted to serve as a roadmap for our customers and team members, outlining how we accept and address your concerns. Our commitment is unwavering in ensuring consistency, fairness, and neutrality in the resolution of your complaints.
Lodging a Complaint
If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can lodge a complaint with us by emailing us at info@toprider.net.au with a written letter of complaint.
Information Required
During the investigation of your complaint, we will depend on the information you provide, as well as any data we already possess. We may need to reach out to you for clarification or additional details if required. To expedite and streamline the investigation of your complaint, we will request the following information from you:
- Your name and contact information
- The identity of the individual you’ve been interacting with regarding your service (for instance, the instructor, bookings officer, or manager)
- The specifics of the complaint
- Information on any actions you’ve already undertaken to address the complaint
- Information on any discussions you’ve had with us that might pertain to your complaint
- Any supporting documents that substantiate your complaint
Recording complaints
Upon receiving a complaint, we will document your name and contact information. This is a standard procedure to ensure that we can get back to you regarding your complaint. We will also note all aspects of your complaint. This includes the facts, the cause(s) of your complaint, the result, and any measures taken after investigating your complaint. This comprehensive record allows us to fully understand your situation and address it appropriately. We will keep track of all dates and times related to the steps taken to resolve the complaint and any communication between us. This helps us to maintain a clear timeline of events and actions.
As a part of our continuous improvement strategy, management will monitor complaints to identify any patterns. This is an important step in our quality assurance process. Finally, corrective actions will be implemented to address any identified issues. This ensures that we learn from every complaint and continuously improve our services. We are committed to providing the best possible experience for our customers.
When you submit a complaint, we will collect your personal information exclusively for the purpose of resolving your complaint. We will actively safeguard your personal details from being disclosed, unless you provide explicit permission for its release.