Resolving issues

Resolving issues

At ACC we aim to provide a high standard of service at all times. If you’re unhappy about our dealings with you, please let us know. We want to resolve things as quickly and fairly as possible.

Contact your supplier manager or their manager

Resolving issues together (PDF 137K) is an escalation model for you to use when you need to address any difficulties or issues you may be having with us and our services. The model provides a mutual understanding and guidance on who to contact and how we can work together to solve such issues.

The model includes procedures for communicating and escalating issues up through the hierarchy of resolution staff and managers so that problems are quickly resolved by appropriate members of staff.

For contact details, see our list of supplier managers.

Customer Support Service

If you don’t feel comfortable contacting your relationship manager or their manager, or have tried discussing the matter with them and you are still not satisfied, you can contact ACC and ask for the Customer Support Service. For more information on how the Customer Support Service works, see our brochure ACC2393 Working together to resolve issues (PDF 364K)

Complaints and concerns

If you do make a complaint or have a concern, ACC will in all cases:

  • take your concern or complaint seriously
  • be committed to settling it in a fair, open and respectful manner
  • resolve it as quickly as possible
  • treat you with courtesy
  • keep you informed at all stages
  • take responsibility for working with you until the issue is settled
  • not discriminate against you because of it.

Last updated: 25 July 2014

Last reviewed: 26 February 2014