DKG understands that occasionally problems may arise and you may have a complaint.
At DKG we take our customer complaints very seriously and have a process through which we seek to resolve them.
If you are an DKG customer and feel we may have not met your expectations or if you are dissatisfied with any aspect of our products or service, we’d like to hear about your concerns in order to assist to bring about a resolution.
Please follow these simple steps in order to lodge a complaint or provide feedback on our products and or services:
Step 1: Account Executive
Please contact the Account Executive you have been dealing with, providing as much information as possible when you raise your concern.
Step 2: Complaints Officer
If your matter is still not satisfactorily resolved in 20 business days, please contact our Complaints Officer by phone on (02) 9460 2200 or put your complaint in writing and either email it to firstname.lastname@example.org or post it to:
DKG Pty Limited
PO Box 1670
NORTH SYDNEY, NSW, 2059
The Complaints Officer will acknowledge your complaint in writing and endeavour to resolve the matter within 20 business days of receipt. Your complaint will be dealt with fairly, transparently and in a timely manner. Our complaint and dispute resolution service is available to you free of charge.
If your complaint is not successfully resolved within 45 calendar days of you first raising your complaint, then you can refer the matter to the Australian Financial Complaints Authority (AFCA) to assist in making an independent assessment of your matter.
AFCA Contact Details:
Phone: 1800 931 678
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE, VIC, 3001