With the intention to ensure that those inside the association are compliant and represent the high standard we expect of AGWA members we receive and investigate consumer concerns raised about any member company. While we are here to serve members, the support and engagement in the investigation process of the member is presumed in line with the spirit of our code of conduct.
The consumer complaint process at AGWA has a dedicated investigation process. An outline of which can be found here (link). This structured process is designed to ensure all pertinent items are affectively raised, understood and contextualised and that the member is given every opportunity to be heard and understood ahead of our findings. If we believe a member has made a technical omission in the provision of a product or services, we will highlight this to the member and support them with recommendations of potential corrections to resolve the matter. Ultimately any required corrective action is in the hands of the member, noting that failure to resolve a legitimate consumer complaint may be escalated to the board for disciplinary review.