Making a verbal complaint
Any complaints about the service you have received from Ausplan Design Group Pty Ltd ABN 15 151 611 513 (“Ausplan”) should first be directed to the person you have dealt with. That staff member will discuss the complaint informally with you and try to resolve it.
If you are reluctant to speak to that person or they are unable to resolve the complaint to your satisfaction, you will be given the opportunity to speak to Ausplan’s director, Max Loche.
Making a written complaint
If you wish to put your complaint in writing, you can email us at info@ausplandesign.com.au – or write to:
Max Loche, Director
Ausplan Design Group
Suite 369,
585 Little Collins Street
Melbourne Vic 3000
You will receive a written acknowledgement within 3 working days of receipt of your complaint.
What happens next?
The Director of Ausplan will contact you to discuss your complaint.
They will also take whatever steps are necessary to try to resolve your complaint. This may include:
reviewing the file,
discussing the matter with the relevant staff member,
discussing the matter with other members of staff.
While attempts will be made to resolve your complaint informally, Ausplan will also send you a formal written response to your complaint within 10 working days. If there is any reason for a delay Ausplan will contact you and advise when you can expect a response and the reason for the delay.
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