Purpose
This policy is intended to ensure that we handle customer grievances and complaints fairly, efficiently and effectively.
This policy provides guidance to our employees who may handle such complaints and to people who wish to make a complaint.
Scope
This policy applies to all MMG employees receiving or managing complaints from the public made to or about us, regarding our products, services or staff and for customers wishing to lodge a grievance or complaint.
Staff grievances should be dealt with using the MMG Code of Conduct, Disciplinary Policy or MMG Workplace Agreement.
General
MMG is committed to providing our customers with service excellence for every interaction. We demonstrate this by:
- Treating our customers with respect, courtesy and providing a professional level of service;
- Listening and asking questions so that we understand your needs and expectations;
- Being accountable for the actions we agree upon to resolve your complaint with us.
Editorial complaints
Should you have an editorial complaint, we request that you contact the publication involved or MMG directly on 03 58 312 312. Your complaint will be immediately referred to the editor of the publication concerned.
McPherson Media Group is bound by the Standards of Practice of the Australian Press Council. The Australian Press Council is the principal body with responsibility for responding to complaints about Australian newspapers, magazines and associated digital outlets, such as websites. Should your complaint remain unresolved you can contact the Australian Press Council via www.presscouncil.org.au
Privacy complaints
MMG is committed to ensuring the privacy and security of all personal information collected from our customers. The information collected is for the purpose of handling your transaction with us. Our Privacy Policy is published at www.mmg.com.au.
If your complaint is regarding the privacy of your personal information you may direct your concerns in writing to privacy@mmg.com.au.
General contact details
www.mmg.com.au
Use our website contact page to raise your grievance or complaint with us.
By Phone: Our phone number is 58 312 312 and our phone lines are open between 8.30 am and 5 pm Monday to Friday. The receptionist will direct your call to the relevant department.
By email: You may email your issue to privacy@mmg.com.au.
By letter: Our postal address is PO Box 204, Shepparton, 3632.
We will aim to respond to your issue within 48 hours, usually sooner.
Resolution
All complaints will be directed to a frontline team member of the appropriate department. If your complaint can be resolved immediately, the team member will do so. In some instances, your complaint will be escalated to the management team.
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