Management of client complaints and appeals:

Hortus Australia proactively seeks feedback related to the delivery of all its services and the management of complaints is regarded as a critical step in maintaining the highly valued reputation for credibility and service delivery that Hortus Australia has achieved.

The management of complaints is a key component of the Hortus Australia’s commitment to continuous improvement.

• All complaints and appeals received are to be referred to the Director responsible for the service provided. Directors notified of a complaint are required to communicate the complaint received to fellow Directors for their joint consideration of the appropriate action to be developed. Hortus Australia will act upon any complaint found to be substantiated.
• For a substantiated complaint, a single Director is to be appointed as the overarching coordinator responsible for managing the resolution of the complaint or appeal.
• All complainants/appellants must be provided with a fair and just opportunity to formally present their case.
• All complaints are to be recorded in the Central Filing System (File 0003) along with appropriate notes related to the resolution of the issue.
• Where appropriate, complaints and appeals will be referred by Directors to an independent person or panel within the Quality Directorate.  The complainant will be provided contact details in cases where they are unsatisfied with the outcome of the Hortus Australia complaints process.
• All complainants/appellants are to be given a written statement of the outcome of their issue / appeal including the reasons for any decision or action taken.