Incolink aims to deliver an outstanding customer experience every time you have contact with us.  We'd love to hear from you - here's how.

Phone: (03) 9639 3000

Email: complaints@incolink.org.au

In writing: Attention Complaints Officer, 1 Pelham Street, Carlton VIC 3053

 

How we resolve complaints

Incolink’s aims in addressing complaints are to:

  • ensure people are treated fairly, reasonably and promptly;
  • reassure employer members and worker members that Incolink is committed to resolving problems and improving stakeholder relations;
  • ensure information about complaints is examined as part of a continuous process of organisational review and improvement; and improve Incolink's accountability and transparency.

By phone: The quickest way to resolve your complaint is by speaking with one of our team members. If they are unable to solve your problem, a manager will take responsibility to resolve your concerns.

By letter: We will respond to your complaint as soon as possible and provide you with an indication of how long it will take to resolve.  We aim to resolve all customer complaints within 10 working days.

Note: If the nature of your complaint relates to Privacy Act concerns, please contact the Privacy Officer at privacy@incolink.org.au

Complaints about third party service providers

Where the complaint is about a third party engaged by Incolink to provide a particular service, our team members will refer you to the third party to be resolved under their own dispute resolution or complaints handling process.  Depending on the nature of the complaint, Incolink will help to ensure the third party treats you courteously, fairly and deals with your complaint expeditiously.

What to do if you want a review of the outcome of your complaint

If our team members, managers or Complaints Officer are not able to resolve your concerns, we will refer your complaint to our CEO for review.