Customer Feedback Process

At Velocity we are committed to providing outstanding customer service and exceeding your expectations. If there is any way in which you feel we can improve our service, we’d love to hear from you. Your feedback is the key to improving our products and services.

Complaints

We have a dedicated team of customer service professionals at our Membership Contact Centre who will be happy to listen to your complaint and guide you through our complaints handling process.

Compliments

If you have received exceptional service or are particularly impressed with any aspect of our program, we would be delighted to hear from you, and will ensure your feedback is passed on to the relevant staff member.

Privacy Information  

We will treat as confidential any complaint you make against us, and will treat any information you provide us with in accordance with our privacy policy, which can be viewed on our website.

Submitting your Complaint or Compliment

You can let us know about your complaint or compliment by calling our Membership Contact Centre on one of the numbers below, during the hours 8am-8pm Monday to Friday (Sydney Time):

Australia 131 875

New Zealand 0800 230 875

Other International Locations +61 2 8667 5938

Alternatively, please complete the Comments and Feedback form.

Responding to your complaint

We will endeavour to acknowledge receipt of your complaint within 3 working days of receipt. Following this, we will investigate your complaint, and do our very best to provide you with a response within 21 days. If we are unable to provide you with a response within this time frame, we will contact you and keep you informed of our progress. If necessary, we may need to contact you to obtain further details of your complaint. Once we make a decision regarding your complaint, we will tell you in writing and include the reasons for reaching our decision.

Our Complaints Handling Standards

We are committed to ensuring compliance with the Australian Standard on Complaints Handling AS 4269-1995, and will comply with those standards when dealing with your complaint.

Commitment

We are committed to providing an efficient and fair complaint resolution process. We acknowledge the right to complain and actively solicit feedback in order to help us improve our products, services and processes.

Fairness

We recognise the importance of fairness in the complaints handling process. To ensure objectivity, the investigation of a complaint against a staff member will not be handled by the staff member whose actions are the subject of the complaint.