Complaints Policy

Lodging a Complaint

The Agency Group takes all complaints seriously; we believe in efficient, fair and accessible mechanisms for resolving complaints. In order to achieve this, The Agency Group has a robust Complaint Handling Procedure that is available to all our staff and clients.

In order to provide accessible mechanisms for resolving complaints; complaints can be lodged via phone, email (to the staff member you have been dealing with or hello@theagency.com.au) or our via Online Complaint Form. In order to protect our staff, we ask that while lodging your complaint you refrain from using abusive language, threatening words or excessive loudness. We understand that you would like your complaint resolved fast and efficiently, however inappropriate behaviour towards our staff will not speed up the process. Our staff have the right to feel safe and reserve the right to direct complaints to an alternative form of lodgement if they feel unsafe.

At The Agency Group we aim to ensure that for all complaints received, contact is made to the complainant within 24 business hours. In order to reach a resolution, it is important for both our staff and the complainant to be open to options for resolution. All our staff are well versed in what alternatives might be available to resolve your complaint; however there may be instances where a resolution cannot be sorted and your complaint will be escalated in accordance with our Complaint Handling Procedure.