COMPLAINTS FACTSHEET AND PROCEDURE – ALL PRACTITIONERS

INTRDOUCTION:
Fast Blood Test (FBT) prides itself on providing a high level of service to all its customers and
partners, however, if these high standards are not met, and we are committed to resolving issues as
they arise and ensuring that lessons are learn in an open and transparent manner. FBT serves a
diverse client base and acknowledges that every customer is different, and additionally that some
customers are vulnerable.

VUNERABLE CUSTOMERS:

All customers should be treated as individuals and services should be provided with support and
respect. At certain stages of their lives some customers may be considered vulnerable and our
services should reflect these individual needs.
A vulnerable customer is “someone who due to their personal circumstances is especially
susceptible to detriment particular when a firm is not acting within appropriate levels of care”.

Some vulnerability might be permanent (like a disability) and others may be temporary ( like an
illness). Factors to consider are age or health, events that may affect them such a redundancy,
bereavement, or divorce.
Vulnerabilities may not always be apparent and sensitivity to individual needs. If a customer doesn’t
understand that an explanation may be required in a different way, ensure time is provided to offer
explanations and to answer questions. Information may be required in a different language and
interpreting services should be provided.

WHAT IS A COMPLAINT?

An oral or written expression of dissatisfaction, whether justified or not, from , or on behalf of a
person about provisions of our services or failure to provide a service or a redress determination
which:
a) Alleges that the complainant has suffered (or may suffer) financial loss, material distress or
material inconvenience; and
b) relates to an activity of FBT or providing

Expression of dissatisfaction – this can be verbal or written. The customer may not use the word
complaint, judgement is required to acknowledge key words that are indicators of dissatisfaction ,
i.e. unhappy, disappointed, poor service. Tone of voice and body language should also be
considered.

Suffer (or may suffer) financial loss, material distress or material inconvenience.
Examples:
a) Financial loss – additional charges, reduction in income
b) Material distress – vulnerability, anger, concern, worry, upset
c) Material inconvenience – impact, delay, effort, time, importance/ significance to the
customer

PRODEDURE TO FOLLOW IF A CUSTOMER COMPLAINS:

a) Acknowledge the customer concerns (without admitting liability) and advise them you will
refer their complaint to Head Office.
b) Inform Head Office of all complaints within 24 hours and they will follow the FBT complaints
policy