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Client Complaint Policy and Procedure
Our goal at New Direction is to provide exceptional service to our clients. While every effort is taken to ensure we
treat our clients in a fair, courteous, and honest manner, we may occasionally make a mistake, or a client may feel
they have not received the highest possible level of service, courtesy or respect.
We believe that our
clients have the right to complain and the right to have their complaints addressed. We also believe that a
successful organization must be willing to evolve in an effort to meet the needs of its clients. Therefore, we have
established a complaint process for clients who are unsatisfied with the service or treatment they receive.
How to Complain
In the event you are unsatisfied with any aspect of our company, please initially direct your comment or complaint
with the employee or team responsible if applicable. If the individual employee cannot resolve the matter, we will
engage the relevant manager or Director to try and resolve matters.
To help us resolve your complaint to
your satisfaction, please include the following in your correspondence:
1. A clear description of the complaint and any suggestions you may have that would resolve your grievance.
2. Details of any relevant information relating to any contacts you may previously have had with us on this
3. Whether it is an original complaint, or a follow-up to a reply you were not satisfied with.
4. Your complete contact information (including full postal address, telephone number, and email address) and
your date of birth (for verification purposes).
We always attempt to resolve your concerns at the first
point of contact. However, if you are not satisfied with the resolution, you may then notify our Compliance Officer
in writing at:
Via U.S. Mail:
New Direction, Inc
Customer Service Department
700 Lecava, Ste 1400-2462
Austin, Texas 78701
What to Expect
We strive to resolve all complaints as quickly and efficiently as possible. You can expect to receive an response
from us within 3 business days after submitting your complaint and most complaints are resolved within 10
business days. If your case is particularly complex and cannot be resolved within 10 days, we will provide you
with an estimated time in which you should expect to receive a response.