Project Complaint Management
Our process and guidelines are as follows:
Receive, Record & Acknowledge
Listen to complaint(s), gather appropriate and relevant information to determine initial understanding.
Assess complaint for severity, safety, complexity, impact, and the need for immediate action.
Learn what result is desired and clearly advise of the most realistic, fair, and appropriate resolution/outcome.
Explain how CFL will manage the complaint and advise of expected time frame for resolution.
Document all relevant information on PermitPro complaint management system, ensuring all details of the complainant their complaint, their desired outcome, your notes, and actions.
In selecting the officer to deal with the complaint, CFL are required to avoid conflicts of interest and appoint a person unrelated to the matter.
Resolve & Resolution Communication
Record all conversations, actions, and decisions during the course of the investigation.
Feedback may be requested on how the complaint was dealt with by CFL Building Surveyors, including any improvements or encouragements.
A complaint can be raised with CFL Building Surveyors either by phone or email: Phone: 03 9898 7177 Email: cfl@cflpermits.com.au
