If you believe a complaint has been inappropriately escalated to a higher level or you believe a complaint has been lodged against an incorrect member you can address this concern through the reclassification request procedure.

The request must be sent in writing to the TIO officer who made the classification and include the reasons why the complaint should be reclassified, along with supporting evidence. The subject heading (if sending the request by email) should state Reclassification Request.

All reclassification requests will be assessed by a manager within specific timeframes outlined in the Complaint Handling Procedures.

Should your reclassification request be declined and you are unsatisfied with our explanation you may request an independent review.