HMSA Customer Complaints Policy

1. Purpose

The purpose of this Policy is to outline how HMSA deals with customer complaints.

This policy is guided by the following HMSA Core Values:

Partner of the Customer
We will spare no effort to be recognised as a partner of the customer and exhibit Customer First attitudes at all times. We will go the extra mile to deliver our customers an outstanding level of service and respect the Hino Total Support principles.
Respect for People
Being open, honest and respectful of individuals in all our dealings and maintaining the highest integrity at all times. Leading by example and treating others the way we would like to be treated.
Continuous Improvement
Always doing what we say we will and striving for excellence and quality in everything we do. By better understanding our customers’ needs and expectations and continuously working to innovate and improve the way we do things.
Teamwork
Providing support to one another, working co-operatively, respecting one another’s views, and making our work environment fun and enjoyable.

2. Definitions

Complaint: In this policy a complaint means an expression of dissatisfaction by a customer (existing or potential) relating to products and services provided by HMSA or by a Hino Dealer within Australia.

HMSA: Hino Motor Sales Australia Pty Ltd

3. Objective of Policy

HMSA seeks to maintain and enhance its reputation of providing customers with high quality products and services. HMSA values complaints as they assist to improve products, services and customer service.

HMSA is committed to being responsive to the needs and concerns of customers or potential customers and to resolving complaints as quickly as possible.

This policy has been designed to provide guidance to customers on the manner in which HMSA receives and manages complaints.

HMSA are committed to being consistent, fair and impartial when handling complaints.

The objective of this policy is to ensure:

Customers are aware of HMSA complaint lodgement and handling processes
Complaints are investigated impartially with a balanced view of all information or evidence
Complaints are considered on their merits taking into account individual circumstances and needs
Customer’s personal information is treated according to Australian Privacy Principles and the Hino Privacy Policy

4. Complaints Regarding HMSA or Hino Dealership

Customers who are dissatisfied with a product or service provided by a Hino dealership should in the first instance communicate directly with the dealership they have been dealing with. It is HMSA’s view that the primary relationship lies between the dealership and the customer at all times. All Hino dealerships are required to maintain a complaints procedure of their own and to deal with all complaints fairly and transparently.

If customers are uncomfortable with speaking directly to the dealership or consider the dealership to be unable or unwilling to address their concerns they may lodge a complaint with HMSA in one of the following ways:

By completing a feedback form on the HMSA website (www.hino.com.au/care-centre)
By telephoning the Hino Care Centre on 1300 014 466
By writing to HMSA: Hino Motor Sales Australia Pty Ltd, Customer Experience, PO Box 225, Caringbah NSW 1495

If the product or service is in relation to a loan for a domestic purpose, the customer should refer to the Hino Customer Complaints Policy for information on how to raise a complaint.

5. Investigating Complaints

It is HMSA’s policy to investigate all complaints impartially and with a balanced view of all information or evidence. Complaints are considered on their merits, taking into account individual circumstances and needs.

Once a complaint has been received HMSA will reply to the customer within 48 hours to confirm reception and to provide the customer with a complaints reference number. HMSA will then undertake an initial review of the complaint. Where a complaint is not able to be immediately resolved HMSA may need to undertake an investigation and this may require seeking information or documents from the complainant and/or Hino dealer and, where necessary, conducting its own examination of the Hino Products subject of the complaint.

At the completion of any such investigation the complainant will be promptly informed of the outcome and what decision has been made. Once this has been communicated to the customer the complaint will usually be closed. HMSA aims to resolve all complaints within 10 working days. If it takes HMSA longer than 10 working days to resolve a problem, then the customer will be advised.

6. Information Collected During Complaints Process

When investigating a complaint, HMSA is relying on information provided by the customer and information HMSA may already be holding. HMSA may need to contact the customer to clarify details or request additional information where necessary. When collecting personal information HMSA is complying with Australian Privacy Principles and the Hino Privacy Policy.

To help investigate a complaint quickly and efficiently HMSA will ask for the following information:

Customer name & contact information
The name of the person and/or dealership the customer has been dealing with
The nature of the complaint
Details of any steps the customer has already taken to resolve the complaint
Copies of any documentation which supports a customer’s complaint

7. Recording Complaints

When taking a complaint, HMSA will record the customer’s name and contact details. HMSA will also record all details of the complaint including the facts and the cause/s of the complaint, the outcome and any actions taken following the investigation of the complaint. HMSA will also record all dates and times relating to actions taken to resolve the complaint and communications between the customer, HMSA and any involved dealership. As part of HMSA’s on-going improvement plan, complaints will be monitored for any identifying trends and rectification/remedial action taken to mitigate any identified issues. Where a Hino dealership was involved in the provision of the product or service relevant to the complaint, HMSA may be required to speak with them to fully investigate a customer complaint.

8. Status Enquiries

Upon HMSA’s acknowledgement of receipt of the complaint, the customer will be issued with a complaints reference number. HMSA will proactively keep customers informed about the progress of the complaint investigation resolution. Customers have the right to make enquiries about the current status of their complaint at any time by contacting the Hino Care Centre on 1300 014 466.

9. Feedback to Customers

HMSA is committed to resolving customer issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

HMSA will proactively advise the customer of any delays to the resolution of the complaints. Where HMSA believes to be unable to resolve a complaint within 10 business days, the customer will be informed of the reason for the delay and specify a date when HMSA will be in a position to finalise the complaint.

During the initial review or investigation stage HMSA may need to seek further clarification or documentation from the customer to assist HMSA in resolving the complaint. HMSA may also need to undertake its own testing of Hino products. If HMSA have sought clarification or additional documentation from the customer and are waiting on the customer to provide this information, HMSA may not be able to resolve the complaint within 10 business days. Similarly, if HMSA needs to conduct product testing it may not be able to resolve the complaint within 10 business days.

HMSA will advise the customer of the findings of the investigation and any action HMSA may take to resolve the complaint.