Complaints Handling Policy
OBJECTIVE OF THE POLICY
Frontier seeks to maintain and enhance our reputation of providing you with high quality concerts and events. We value feedback as they assist us to improve our customer service.
Frontier is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which Frontier handles your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
- You are aware of our complaint lodgement and handling processes;
- Both you and our staff understand our complaints handling process’
- Your complaint is investigated impartially with a balanced view of all information or evidence;
- We take reasonable steps to active protect your personal information;
- Your complaint is considered on its merits taking into account individual circumstances and needs.
This policy is designed to meet the requirements set by Live Performance Australia’s Ticketing Code of Practice. Accordingly, we ask customers to first consult that code. If there are any inconsistencies between this policy and the LPA Code, the LPA Code will take precedence.
HOW A COMPLAINT CAN BE MADE
If you are dissatisfied with a concert, event or other product or service provided by us, you should in the first instance consider speaking directly with the team member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us by:
- By telephoning us on 03 9690 3399
- By emailing us at email@example.com
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
THE INFORMATION YOU WILL NEED TO TELL US
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
- Your name and contact details;
- The nature of the complaint;
- Details of any steps you have already taken to resolve the complaint;
- Details of conversations you have had with us, or anyone else (such as a ticketing agency or venue) that may be relevant to your complaint;
- Copies of any documentation which supports your complaint.
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
In categorising complaints, we will generally assess whether the complaint relates to a cancelled or postponed event, the quality of the service/event, a venue-related issue, a ticketing-related issue or any other type of issue that may arise.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless your expressly consent to its disclosure. We will comply with all applicable Australian privacy laws in collecting your personal information.
FEEDBACK TO CUSTOMERS
Frontier is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. If required, the complaint is then directed to the Legal and Business Affairs Department.
We will endeavour to acknowledge receipt of your complaint within three (3) business days (outside of holiday periods). Once your complaint has been received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time. We will endeavour to respond to you as soon as practical, taking into account the circumstances giving rise to the complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will usually do this in writing, unless the circumstances are such that a verbal response is appropriate.
We reserve our right not to respond to any complaints which we deem to be, in our reasonable opinion, offensive, vexatious or abusive.