COMPLAINTS AND DISPUTE RESOLUTION POLICY

IEMC GROUP PTY LTD

COMPLAINTS AND DISPUTE RESOLUTION POLICY

1. Purpose

IEMC Group Pty Ltd is committed to handling complaints fairly, promptly, transparently and respectfully. This policy explains how clients may raise concerns and how complaints will be managed.

2. Scope

This policy applies to complaints about IEMC Group Pty Ltd’s administrative, referral, facilitation, education, migration-related support, RPL referral, insurance referral, and related services. It does not control decisions made by third-party providers, government authorities, RTOs, insurers, universities, colleges, migration professionals or other business partners.

3. Before Making Public Statements

Clients are encouraged to first use this complaints process before making public statements, reviews, or social media posts about a dispute, unless prevented by law. This does not limit any legal right to contact a regulator, tribunal, court or consumer protection body.

4. How to Make a Complaint

Complaints should be submitted in writing and include:

  • your full name and contact details;
  • the service or matter involved;
  • a clear description of the issue;
  • relevant dates, documents, invoices, emails or screenshots;
  • the outcome you are seeking; and
  • whether the matter is urgent.

Complaints may be sent to: admin@iemcgroup.com.au.

5. Acknowledgement

IEMC Group Pty Ltd will aim to acknowledge receipt of a complaint within 2 business days. If further information is required, you may be asked to provide additional documents or clarification.

6. Review and Investigation

IEMC Group Pty Ltd will review the complaint, relevant documents, communications, payment history, service agreement, third-party involvement and any applicable policies. Where appropriate, staff members or business partners may be asked to provide information.

7. Response Timeframe

IEMC Group Pty Ltd will aim to provide a written response within 10 business days after receiving all necessary information. Complex matters may take longer, and you will be informed if additional time is required.

8. Possible Outcomes

Depending on the circumstances, possible outcomes may include:

  • an explanation or clarification;
  • correction of an error;
  • further service support;
  • referral to a third-party provider;
  • partial or full refund where appropriate;
  • credit against future services;
  • change to internal process;
  • declining the complaint with reasons; or
  • other reasonable resolution.

9. Escalation

If you are dissatisfied with the initial response, you may request internal escalation to a manager or director. The escalation request should explain why you disagree with the response and provide any additional evidence.

10. External Complaint Options

If the complaint cannot be resolved internally, you may refer the matter to an appropriate external body, tribunal, regulator, ombudsman or consumer protection authority, depending on the nature of the dispute. External options may include Consumer Affairs Victoria, VCAT, the ACCC, the Office of the Australian Information Commissioner, or another relevant authority.

11. Third-Party Provider Complaints

Where the complaint relates to a decision or conduct of a third-party provider, IEMC Group Pty Ltd may assist with referral or communication where appropriate, but final responsibility for the third-party decision or service remains with that provider.

12. Unreasonable Conduct

IEMC Group Pty Ltd may limit communication or suspend services if a client behaves abusively, threateningly, repeatedly raises the same resolved complaint without new evidence, or otherwise acts unreasonably.

13. Record Keeping

IEMC Group Pty Ltd may keep records of complaints, supporting documents, investigation notes, outcomes and communications for legal, compliance, quality assurance and business purposes.

14. Contact

Complaints contact: Nick Duong
Email: admin@iemcgroup.com.au
Phone:0421158129
Address: Suite 315, 343 Little Collins St, Melbourne VIC 3000