Our Complaints Handling Procedure, in accordance with the Australian Standards for Complaints Handling AS ISO 10002:2006, promotes timely and efficient handling of complaints in a fair and objective manner.
Where an illion customer or member of the general public has not had an issue resolved to their satisfaction, illion provides the opportunity for these issues to be addressed through its Complaints Handling Process.
As part of the Complaint Handling Process a Complaint Handling Officer will be assigned to the complaint and will respond with advice of the outcome within 30 days.
Please note that illion defines a complaint as a pursued problem. This means the relevant department of illion needs to have the opportunity to have dealt with an issue before the matter is treated as a complaint. This potentially will allow the issue to be addressed quickly and avoid unnecessary escalation.
To lodge a complaint it might be helpful to complete a Complaints Lodgement form.