Complaints handling

1. Purpose

This procedure explains how to lodge a complaint about HLD Group services, conduct, or privacy practices and what you can expect from us.

2. How to complain

Email [email protected] with your name, contact details, description of the issue, and desired outcome. We acknowledge within two business days.

3. Process

• Triage and assignment to an owner within five business days
• Investigation with updates at least every ten business days
• Written outcome with remediation or explanation
• Escalation to executive review on request

4. Privacy complaints

Privacy complaints may also be directed under our Privacy Policy. Australian residents may contact the OAIC if unsatisfied after our response.

5. Records

Complaints are logged and retained for three years for quality improvement.