Complaints Resolution Guide

Complaints Resolution Guide

If you have a complaint

If you have a complaint about your agreement or your dealings with your local store, you should contact us to see if your complaint can be resolved simply and quickly.

 

How do I lodge a complaint?

You can provide us with details of your complaint in any of the following ways:

  • In person: by visiting the Bizzee Bee Rentals store where the goods were rented;
  • By telephone: 1300 2439933 or (02) 6766 5990
  • By facsimile: (02) 6766 5992
  • By email: tamworth@bizzeebeerentals.com.au
  • By letter to: Bizzee Bee Rentals 509 Peel Street
  • TAMWORTH   NSW   2340

When contacting us, please advise if you require an interpreter or have any special needs.

 

Initial Resolution

We will endeavor to resolve your complaint by the end of the business day after the complaint is received.

 

What happens if my complaint is not resolved?

If your complaint is not resolved by the end of the business day after it is received then the complaint will be further investigated in an endeavor to resolve the complaint within fourteen (14) days.

 

When will I receive the details of the outcome of my complaint?

Complaints will be addressed within fourteen (14) days of receipt by Bizzee Bee Rentals or where the complaint involves a default notice within seven (7) days.

We will notify you in writing both at the time the complaint is referred and once a determination of the complaint has been made.  Where either financial or non-financial redress is offered shall be disclosed in the determination letter.

Bizzee Bee Rentals aims to settle all complaints fairly and promptly.  Should your complaint could not be resolved in your favor; you will be provided with details of the basis upon which Bizzee Bee Rentals came to its decision and your rights regarding the decision.

  

What if I am not happy with the decision?

If your complaint has gone through the Bizzee Bee Rentals complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme.

Bizzee Bee Rentals store is a member of the Credit Ombudsman Service Limited (COSL) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

Your complaint must be lodged with COSL within three (3) months of our decision.

COSL can be contacted:

by telephone on 1800 138 422 (9.00am-5.00pm, Monday to Friday, Sydney time);

by email to info@cosl.com.au; or

by submitting your complaint on line at www.cosl.com.au.

Bizzee Bee Rentals COSL membership No is: M0011102.

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