At SRN Home Improvements, we are committed to delivering high-quality products and services, and we aim to ensure that every customer is satisfied. However, we recognise that there may be times when our service doesn’t meet your expectations. When this happens, we encourage you to let us know so we can resolve the issue promptly and fairly.
Our Commitment
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We take all complaints seriously
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We treat customers with fairness, respect, and professionalism
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We aim to resolve all issues quickly, efficiently, and transparently
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We use feedback to improve our service and prevent future issues
What is a Complaint?
A complaint is an expression of dissatisfaction made by a customer about:
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A product or installation provided by SRN Home Improvements
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The behaviour of a staff member or contractor
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The handling of an enquiry, booking, or communication
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Any breach of contract, delay, or service concern
We encourage complaints to be made as soon as possible so we can address them quickly.
How to Make a Complaint
You can make a complaint by contacting us using any of the methods below:
📧 Email: [email protected]
📞 Phone: [Insert local contact number]
✉️ Mail: [Insert business postal address]
Please include the following details where possible:
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Your full name and contact details
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The nature of the complaint
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Any relevant dates, job references, or documentation
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The outcome you are seeking
How We Handle Complaints
Once we receive your complaint:
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Acknowledgement: We will acknowledge your complaint within 2 business days.
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Review: Your complaint will be reviewed by the appropriate team member.
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Resolution: We aim to provide a resolution or update within 7 business days.
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Follow-up: If more time is needed, we will keep you informed and provide clear timelines.
If You’re Not Satisfied
If you are not satisfied with our response, you may escalate the matter to:
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A senior manager or director at SRN Home Improvements
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A relevant external body such as the Department of Mines, Industry Regulation and Safety (WA) or the Australian Competition and Consumer Commission (ACCC)
Record Keeping and Privacy
All complaints are documented and handled confidentially. Personal details will be managed in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).
Continuous Improvement
We regularly review complaint trends and feedback to improve our services, training, and procedures. Your feedback helps us grow.
Contact Details
SRN Home Improvements
📧 [email protected]
🌐 www.srnhomeimprovements.com.au