Flat Clearance Victoria - Complaints Procedure
This Complaints Procedure sets out how Flat Clearance Victoria and associated flat clearance teams handle concerns about rubbish removal, apartment clearing and related services. It explains how to raise an issue, the steps we take to investigate, and how outcomes are communicated. Our aim is to deliver a clear, fair process that you can rely on when a flat clearing or removal job does not meet expectations.
We take every complaint seriously. If you believe a service did not meet the agreed standard, please raise a concern promptly. Complaints may relate to missed collections, damage during clearance, unacceptable disposal practices, or communication issues. This document outlines the internal procedure for flat clearance claims, applicable across our service area.
To start a complaint, provide a concise summary of the issue, the date of the service, and any supporting information such as photos or a brief description of events. *We do not require legal documents at the initial stage.* Where relevant, include the name of the team member you dealt with and the location of the job. We will acknowledge receipt and explain what happens next.
Acknowledgement and Initial Response
We acknowledge every complaint within a set timeframe. Typically, an initial response will be issued within five working days to confirm receipt and outline the person responsible for handling the matter. During this stage we gather basic details and confirm the scope of the complaint. The acknowledgement will state the expected timescale for a full update.The assigned complaints officer conducts a preliminary review. This may include speaking with the crew involved, reviewing booking records, vehicle logs, and photographs. Our goal is to establish a clear timeline and any immediate steps needed to prevent further issues. We prioritise safety-related concerns and unresolved environmental disposal problems.
Where swift remedial action is appropriate—such as arranging a follow-up visit to clear missed items or to repair minor accidental damage—we will propose a remedy promptly. All proposed remedies will be recorded and require confirmation to proceed. We seek to resolve straightforward matters quickly while preserving evidence for more complex investigations.
Investigation Process
A thorough investigation is carried out for more complex complaints. This can involve interviews with staff, review of worksite photos, and cross-checking service schedules. Investigations aim to be objective and proportionate. We document findings and the basis for any decisions.If the investigation determines that our team was at fault, the complaint handler will outline corrective measures. This may include additional clearing work, arrangements for repair or replacement where appropriate, or changes to internal procedures to avoid recurrence. If the complaint is not upheld, we will explain the reasons clearly and provide the evidence relied upon.
Throughout the investigation we maintain regular communication. You will be informed of significant milestones and given an anticipated date for a final response. Our aim is to conclude most complaints within 20 working days; if more time is required we will explain the reasons for any delay.
Decisions are communicated in writing and include the investigation outcome, any remedial actions, and information on how to escalate within the company if you are not satisfied. Internal escalation routes are designed to ensure a fresh review by senior staff without duplicating work unnecessarily.
Where a complaint identifies systemic issues—such as recurring scheduling failures or training needs for flat clearing crews—we document proposed service improvements. These may include updated protocols for waste segregation, enhanced on-site safety checks, or revised customer communication procedures. Continuous improvement is central to our approach.
We retain records of all complaints and their outcomes for a defined period to support learning and accountability. Records include the original complaint, investigation notes, evidence, and correspondence. This helps to track trends across our rubbish removal and apartment clearance operations and to measure the effectiveness of corrective actions.
If you remain dissatisfied after our internal review, you may request a further review of the decision. This is handled by a senior manager not previously involved in the case. The review will focus on whether the original investigation was thorough, impartial, and fair, and whether the remedy offered was appropriate in the circumstances.
Where disputes cannot be resolved internally, we will explain options for independent review where available in the sector. We aim to be transparent about the limits of our jurisdiction and will clearly state any external bodies that may consider unresolved service complaints, where applicable.
We encourage customers to engage with the process and to provide any additional information that may assist. Cooperation helps speed resolution and ensures remedial measures address the root cause. Above all, our goal is to restore confidence in our flat clearing services and maintain high standards across the service area.
Key points to remember:
- Raise concerns promptly with clear details;
- Expect an acknowledgement and an investigation timeline;
- We provide written outcomes and remedies where appropriate.
We are committed to learning from each complaint and using that learning to improve team training, scheduling, and disposal practices. Our complaints procedure supports that commitment by ensuring transparency and accountability across all jobs.
Final note: This complaints procedure applies to service-quality issues related to flat clearance operations. It does not replace statutory rights or formal legal processes; it is an internal route to resolve service issues efficiently and fairly while maintaining a focus on safety, environmental responsibility, and customer dignity.