Complaints, Incidents & Service Resolution Policy

1. Matters covered

• Office condition, access, booking, conduct, damage, privacy or safety concerns.
• Home-service quality, scope, delay, property damage, worker conduct or unauthorised changes.
• Suspected impersonation, false representation, identity mismatch or unauthorised payment request.
• Injury, near miss, unsafe condition, environmental release or emergency-response concern.
• Misuse of personal information, confidentiality breach or unwanted communication.
• Unfair, disrespectful, discriminatory, threatening or retaliatory behaviour.

2. Urgent safety or security matters

After immediate risk is controlled, notify Fleurs so the assignment or access can be suspended and relevant records preserved.

3. How to submit a report

Provide your name and contact details, the relevant date and location, the division or service involved, the booking or job reference, a clear description of what happened, the outcome sought and any relevant photographs, messages, quotation or receipt. Avoid sending passwords, payment-card data or unrelated sensitive information.

4. Assessment and resolution process

1. Receipt: the matter is logged and assigned a reference where appropriate.
2. Triage: immediate safety, security, privacy and evidence-preservation needs are considered first.
3. Clarification: Fleurs may request further information from the reporting person and other relevant parties.
4. Review: records, scope, approvals, communications, photographs and applicable policies may be examined.
5. Response: Fleurs communicates the outcome or next step within a reasonable period, having regard to complexity and external dependencies.
6. Corrective action: agreed actions are recorded and monitored where required.

Where the issue involves serious misconduct, injury, suspected crime, insurance, professional competence or a legal dispute, Fleurs may refer it to the appropriate authority, insurer, adviser or other responsible party.

5. Possible outcomes

• Explanation, correction of records or apology.
• Reinspection, completion or correction of authorised work where appropriate.
• Suspension, reassignment or removal of a worker or contractor.
• Withdrawal of office access or termination of a booking or service.
• Refund, credit or payment adjustment where contractually and legally appropriate.
• Safety improvement, policy change, retraining or additional supervision.
• Referral to an insurer, professional adviser, regulator, police or emergency authority.

An outcome will depend on the evidence, signed agreement, scope, responsibility and applicable law. This policy does not promise a particular remedy.

6. Fairness, confidentiality and records

Fleurs will seek to handle reports objectively and as confidentially as reasonably possible. Persons affected by an allegation may be given an opportunity to respond. Relevant records may be retained for service, safety, insurance, legal and improvement purposes.

No person will be disadvantaged by Fleurs for making a good-faith safety concern or complaint. Knowingly false, malicious or abusive reports are prohibited.