Support

Objectives of the policy

Confidentially Speaking is committed to being responsive to the needs and concerns of our clients or potential clients.

The objective is to ensure that:

  • You are aware of how to advise us of your needs and concerns;

  • We review and consider any concern raised in a balanced manner; and

  • We take reasonable steps to actively protect your personal information (See our Privacy Policy) while investigating your concerns.

How to make us aware of your concerns

You can let us know about your concerns at any time by:

Our complaint handling process is free of charge.

The information you will need to tell us

  • Your name and contact details;

  • The name of the person you have been dealing with at Confidentially Speaking;

  • The nature of your concerns;

  • Details of any steps you have already taken to resolve your concerns;

  • Details of any contact you may have had with us that may be relevant ;

  • Copies of any documentation which maybe relevant.

Recording your concerns

We record all information provided by you including your name and contact details; all details of your  concerns; the outcome of any actions taken following the investigation of your concerns. We will also record all dates and times relating to actions taken to resolve your concerns and communications between us.

As part of our on-going plan to improve our services to our clients, concerns registered will be monitored for any identifying trends by management.

We will protect any personal information provided by you from disclosure to third parties unless you expressly consent to disclosure of this information.

Where your concerns involve products and/or services we sourced from a third-party supplier, we may be required to speak to them to fully investigate your concerns. You hereby give us permission to disclose all relevant information, including your personal information, when we discuss your concerns with them.

Feedback to clients

We are committed to resolving your issues at the first point of contact, however this will not always be possible, in which case the following formal process will take place:

  • We will ask you to fill in a formal feedback form, a copy of which can be found below.

  • We will acknowledge receipt of your Feedback Form within 3 business days.

  • We are committed to resolving customer concerns within 14 business days of lodgement of the Feedback Form, however, this may not always be possible on every occasion. Where we have been unable to resolve your concerns within 14 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to  finalise our response to your concerns.

  • During the investigation of your concerns we may need to seek further clarification or documentation from you to assist us in resolving your concerns.

  • If we have sought clarification or documentation from you and we are waiting on you to provide this information, we may not be able to meet our finalisation commitment. In such circumstances upon receipt of your clarification documentation we will indicate to you when we expect to finalise our response to your concerns.

  • Once we have finalised our response to your concerns, we will advise you of our findings and any action we have taken. We will do this in writing.

Refund Policy

Confidentially Speaking offers its services on a flat fee basis that is agreed upon in advance of any services being rendered. Given the transparency of our fee structure, we generally do not give refunds.

This refund policy may change at any time. If we change our policy, we will post the changes to our website.

Confidentially Speaking Feedback Form