COMPLIMENTS & CONCERNS Fleet Services Novated Leasing Commercial Retail Car Centres The team at ORIX always works hard to build strong and lasting relationships with valued customers by listening to feedback, addressing immediate concerns and also continually improving the quality and delivery of first class products and services. ORIX knows there are times when customers may wish to compliment the team for exceptional service and there may be other times when ORIX needs to know if expectations have not been met. This brochure has been developed to help customers understand the process ORIX undertakes in relation to customer feedback. COMPLIMENTS The ORIX team has been equipped to provide the highest standards of care and service. If one or more ORIX team members have provided exceptional service in any way, the ORIX Quality Team can be notified in order for further recognition and encouragement to be provided for a job well done. The Quality Team and their contact details are listed later in this brochure. COMPLIMENTS & CONCERNS “The success of this unique Customer Complaints Handling Process helps ORIX continually review the best approach in leading our competition both in the provision of quality services and in delivering excellence to our customers.” Reggie Cabal, CEO August 2016 RESOLVING CONCERNS Customers may contact any ORIX office to raise a concern and request to begin the ORIX Customer Complaints Handling Process. When expressing a concern in writing to any ORIX business in Australia, please provide as much detail as possible including date/s, staff name/s and the situation that was encountered. Also state the outcome that is expected. All concerns will be promptly addressed in writing and ORIX will also provide the date the investigation is expected to be completed by. ORIX team members have undergone specialised complaints resolution training to ensure process timeframes and standards are met. In addition, they are provided with the full cooperation and support of the company in order to achieve timely outcomes. In the unlikely event the investigation period takes longer than expected, ORIX will notify in writing the reason for the escalated timeframe for resolution of the particular concern. In all instances, the outcome of the investigation will be communicated in writing and ORIX will advise the course of action that has been taken and the reasons for the determination. OTHER IMPORTANT INFORMATION After the concern or complaint has been reported, ORIX may be contacted at any time for an update on its resolution. The ORIX Customer Complaints Handling Process has been aligned with the international standard, ISO 10002:2014 Quality Management - Customer Satisfaction - Guidelines for complaints handling in organizations.