• BMW Drivers Club NSW - Complaints Policy

    At BMW Drivers Club NSW Inc, we are committed to providing our members with an exceptional experience. We value your feedback and take your concerns seriously. If you have a complaint, we want to address it promptly and fairly. Please follow the steps outlined below to ensure your complaint is handled efficiently.  Only financial members are entitled to register a complaint.

    1. Purpose of the Complaints Policy:

    The purpose of this policy is to establish a fair and transparent process for Members who wish to raise concerns and complaints related to BMW Drivers Club NSW Inc activities, events, or interactions.

    2. Definition of a Complaint:

    A complaint is defined as an expression of dissatisfaction from a member about an aspect of BMW Drivers' Club NSW Inc and its operations. An issue is not considered to be a valid complaint if it is considered by the Committee of the BMW Drivers’ Club NSW Inc to be frivolous, vexatious, or resulting from acts of negligence or other failings of the Member making the complaint. Complaints considered to be non-valid will not be considered.

    3. How to Lodge a Complaint:

    Financial Club Members can lodge a complaint by sending an email to secretary@bmwclubnsw.asn.au outlining the details of the complaint.

    4. Information Required for Complaints:

    When submitting a complaint, the Member must provide the following details:

  • a)     The Member’s name;
  • b)     The Membership number;
  • c)     The Member’s preferred contact method;
  • d)     A clear and concise description of the complaint;
  • e)     Relevant dates, times, and locations;
  • f)      Any supporting documentation or evidence.

5. Acknowledgment of Complaint:

Upon receiving a complaint, the club secretary will generally send an acknowledgment email within 2 business days, confirming that the complaint has been received and is being investigated (if considered valid).

6. Investigation Process:

The complaint will be assigned to an appropriate individual or committee for investigation. The investigation will be thorough, fair, and impartial.

7. Resolution:

BMW Drivers' Club NSW Inc will make reasonable efforts to resolve the complaint within 14 days of receiving it. If additional time is required, the Member will be informed of the delay by the secretary and provided with regular updates.

8. Communication of Resolution:

Once the investigation is complete, the member will be informed of the resolution in writing by the secretary. If applicable, any actions taken to address the complaint will be outlined.

9. Escalation:

If a member is dissatisfied with the resolution, the complaint becomes a dispute. The Member may escalate the dispute  to the Club’s Ombudsman, who is the Vice President at the time.

10. Record Keeping:

All complaints and their resolutions will be documented and kept confidential. The Club Secretary will maintain a complaint’s register. This information will be used to identify areas for improvement and enhance the overall member experience.

11. Continuous Improvement:

BMW Drivers' Club NSW Inc is committed to learning from complaints and continuously improving our operations and services.

12. Review of Complaints Policy:

This Complaints Policy will be reviewed regularly to ensure its effectiveness and relevance.

We appreciate your cooperation in following this complaints procedure. Your feedback is valuable to us, and we are dedicated to maintaining a high standard of service for all our Members.

BMW Drivers' Club NSW Inc

Last updated 5/2/2024

Joshua Davis

Club Secretary

Email: secretary@bmwclubnsw.asn.au

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