Policy objectives:
- To ensure that the Australian Breastfeeding Association provides total client/customer satisfaction
- To address complaints made to ABA and/or Mothers Direct retail outlet with courtesy and aim to explain and/or resolve the issue
- To respond to all complaints within five working days
- ABA respects, and is willing to work with existing state industry and government authorities that help facilitate and resolve complaints and disputes as an impartial adjudicator, within the existing state and territory laws
Policy statement:
Client/Customer Care is paramount to ABA representatives. The association will, through the provision of the highest standards of service, deal with customers who have cause to complain.
ABA representatives will make every effort to gain all the available facts of the issue in order to seek a balanced, fair and speedy view.
ABA views complaints openly because they provide the association with an opportunity to get things right for our client/customer. We have, therefore, made it easy for clients/customers to approach us by enabling them to advise us by any medium they choose: by personal contact, by telephone, by electronic means, or by writing.
ABA will deal responsibly with issues of the customer's complaint, and whenever possible, ensure that the root cause is dealt with.
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