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Compliment/Complaint

Thanks, Sophie & Eliza!

DO YOU HAVE A COMPLIMENT ABOUT A PET BUSINESS OR PET OWNER?

OR SOMEONE YOU JUST WANT TO REWARD FOR A GREAT EFFORT? SOMEONE WHO DESERVES A LITTLE “TICK” OR “GOLD STAR”?

Compliments are rare and precious things, not because  people don’t deserve them, but because finding time to compliment them is often difficult. This is your chance to break the cycle and congratulate someone who deserves it!

All you have to do is write to petsaustralia@petsaustralia.org
and tell us about it. Tell us who they are and what they did that was fantastic.

Here’s what we’ll do: We will publish it on the website for a week or so, so everyone can see what a good job your person or business has done. We will also pass your note to the person concerned and if that person is a staff member we will pass it to their boss as well!  It’s a little reward for “going the extra mile” to get a job done really, really well.

The only catch: If we see the same names too many times we will begin to believe that it’s all too good to be true, so we might ask that pet owner or pet business to convert all those “gold stars” into testimonials for their advertising program instead. If we do this we will let you know so you can go to them directly and add your congratulations directly to their marketing.

WHAT IF THE SERVICE ISN’T SO GOOD? WHAT IF I HAVE A COMPLAINT AGAINST A PET BUSINESS OR PET OWNER? 

All you have to do is write to petsaustralia@petsaustralia.org
Include all the details – name, dates, what happened, what they did when you complained. Please note that we DO NOT ACCEPT OR ACT ON anonymous complaints. PLEASE explain exactly and precisely what you want as a resolution to your complaint (no ambit claims, please).

Please, before you write to us, please talk it through with the business concerned. We understand that you are upset, but if you can talk to the business without too much emotion and stick to the facts, a successful resolution happens in more than 90% of cases.

Here’s what we’ll do: If the complaint is about a member we will let them know and if they want we will work with them to see if the complaint can be sorted between you folk without bloodshed. If the complaint is about a non-member we will let you know and tell you to which relevant authority you can send your complaint.

Deeper investigation: If the issue can’t be resolved between you, then please note that unlike other organisations WE DO NOT INVESTIGATE OURSELVES!

If the complaint relates to cruelty, breaches of Codes of Conduct , put your complaint in writing to the RSPCA in your state or to the Department of Fair Trading (or equivalent) in your state for financial issues. Let us know that you are doing this, so we don’t accidentally get in the way of a regulatory investigation. While you always have your right to go to court, this can be expensive and time consuming.

It is always best to try and resolve a complaint directly with the business concerned and we are happy to help when we can.

One final thought: Even if you have a complaint that is a financial complaint, it is always wise to pay any outstanding bills. It may hurt your case if a regulatory investigator finds you owe money to the business you are complaining about, and finding yourself stuck in a debt collection mess can be costly and embarassing.

 

© 2017 Pets Australia Pty Ltd