Complaints Policy - Global Rate Set Systems

GRSS Philosophy

GRSS aims for complete customer satisfaction with all aspects of its service delivery. However GRSS understands and accepts that at times its actions may impact on its customers in a way that may lead to informal and formal complaints.

GRSS takes all complaints seriously and has implemented a Complaints Handling procedure to deal with these issues in the best interests of business improvement, and efficiency.

GRSS will strive to do the following in regards to each complaint;

We will listen to the complaint. We will accept ownership of the problem. We will thank the complainant for bringing the problem to our attention.
All complainants will receive a letter of acknowledgement with each complaint they make.
We will be understanding. We understand that the individual is complaining about our business and has gone out of their way to complain. We will take responsibility for resolving the problem.
We will record and detail the complaint so we understand clearly what the problem is and how we can explain it to others who may be able to resolve it.
We will discuss options to resolve the problem if we can immediately.
We will let the complainant know when we will be able to get back to them with a resolution or answer to their complaint.
We will keep our promises in regards to resolutions that we put in place.
We will follow up with the complainant to make sure that they are happy with how their complaint was handled.
If possible we will let the complainant know what steps we have put in place to make sure similar problems do not happen again

Handling of Personal Information

Personal information is handled in a manner consistent with the New Zealand Privacy Act of 1993 and Global Rate Set Systems Limited’s Privacy Policy. This refers to maintaining confidentiality of personal information of the complainant. Generally the complaint and any information related to it, is kept confidential except with the consent of the complainant.

The Complaints Register

The Head of Compliance maintains a Complaints Register. In respect of each complaint, the Complaints Register contains a Complaint Form completed by the complainant through the GRSS website, copies of all correspondence between GRSS and the complainant.
Complaints documentation is subject to the record-keeping policies of GRSS.
The Head of Compliance is responsible for updating the GRSS Complaints Register.

Complaints Handled Free

Complaints are handled free of charge to the complainant, subject to any statutory requirements.

Complaints Online Form

Click here to access the Complaints Form