Dear Appealer/ Complainant
OSS is committed to improving our services and welcomes any Appeal/Complaints relating to OSS services. It helps us to identify an opportunity for Improvements to optimization of enhancement of Customer Satisfaction within our range of services.
We encourage your feedback so that we can work together to resolve your concerns and Appeal/complaints in a constructive and timely manner. Should you have any Appeal/ complaint, please inform to OSS CEO, so that we can deal with the matter as expediently as possible.
How to make Appeal / complaint
Complaints can be submitted in a letter, fax or email or by telephoning OSS. OSS's contact details are available below.
If you wish to remain anonymous, a OSS staff member may record your details and ask you to substantiate your Appeal/complaint with evidence. You must be able to support your complaints with evidence and show that all attempts have been made to resolve the issue at the lowest level before contacting OSS.
You will receive an acknowledgement of your complaint within 48 Hrs if you’re Appeal/ complaint is received in writing. Your Appeal/ complaint will be kept strictly confidential within OSS and will only be seen by Impartial Committee Member. All names will remain confidential however the details of the Appeal/complaint will be shared with you for approval, in order to resolve the problem. The progress/Investigation status of Appeal / Complaint will be update to you time to time, to ensure that everything has been resolved in the best way possible for all concerned. The feedback will be send to you on a regular basis until a complaint is resolved. You will receive the outcome within an agreed time.
When you receive a letter of response from OSS, you will be asked to complete a feedback form asking if you are satisfied with the outcome. If you are dissatisfied with the outcome, you can appeal the matter to OSS again. Eventually if you are dissatisfied with the outcome or OSS, you can directly bring the matter to the attention of JAS-ANZ.
To know the Appeal / Complaint Handling Process, Please download the Appeal / Complaint Handling Process (OSS/P/10), which available on Down Load Link Below.
Regards
CEO
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