When you need to make a quality choice, do your homework very carefully
or choose a business displaying this symbol...
NAITD follows strict government guidelines to identify service providers
with proven
histories of high standards...
It’s the best recommendation
you will get!
Why consumers can trust
and benefit from this initiative
For many consumers it is often difficult to determine the standards of
businesses promoting their products or services. Consumers are
constantly advised to do their homework very carefully before engaging
service providers.
NAITD is independent. It does this for them, at no
cost to them and better than most could ever do for themselves. NAITD
helps consumers identify quality service providers, and avoid poor
standards, horror stories, rip offs and service providers from hell.
NAITD follows strict government selection guidelines including those of
the Federal Bureau of Consumer Affairs to identify, recommend and refer
businesses with verified histories of high standards. This initiative
has gained significant support and encouragement from various political,
federal and state government agencies, consumer, business and industry
groups:
NAITD helps consumers make
impartial, informed and more reliable quality choices
NAITD is not there first
and foremost to meet the needs of members
NAITD is seen by many and
various groups to provide a genuine win - win
NAITD invites and
encourages consumer feedback to assist in monitoring standards
NAITD assists consumers
with independent complaint handling procedures
NAITD always seeks fair,
unbiased and amicable dispute resolutions
NAITD helps consumers
identify businesses with proven histories of high standards
NAITD helps consumers make
independent, confident quality choices
NAITD developed from
consumer needs
NAITD is a largely
consumer initiated and driven initiative
NAITD is not franchise
focused or membership based or driven
NAITD is transparent and encourages consumer
participation
NAITD helps consumers save
time, effort and valuable resources
NAITD provides consumers
with a significant no cost service
NAITD provides independent
validated quality recommendations and referrals
Feedback - monitoring standards good bad or indifferent
NAITD encourages consumer feedback, be it good, bad or indifferent.
Feedback assists NAITD in monitoring the standards provided by
recommended businesses, it also gives these businesses an opportunity to
respond to consumer comments.
Most quality operators invite and encourage consumer feedback. Many see
it as an invaluable tool to improve customer relations and to build new
and continuing business on. Feedback can also help businesses monitor
the performances of products, management, staff and/or franchisees etc.
Feedback can be forwarded by completing the form below.
NAITD
encourages consumers to nominate businesses or service providers that
have easily met or exceeded their expectations. Nominated businesses
must still meet the government selection guidelines and validate a
proven history of high standards to be eligible for accreditation. If a
nominated business gains accreditation, NAITD will recommend, refer and
promote the business to others seeking their services.
If you wish to nominate a preferred business please provide your contact
details along with the name and type of business (eg estate agent,
caterer, solicitor, plumber, hairdresser, car repairer, builder,
accountant, funeral director, photographer, upholsterer, driving
school
etc) and include the business address and contact details along with a
brief description of why you wish to recommend or nominate the business.
`Dob
in a dud` poor standards, ripped off, horror stories
NAITD encourages whistle blowers. It also encourages consumers who have
been ripped off, experienced horror stories, poor standards, who have
engaged service providers from hell, or have become victims of builders
or other businesses, to register their experiences.
NAITD is aiming to build a shame file of businesses that are continually
complained against, as well as developing a register of consumers who
habitually complain for no apparent reason, are always difficult and
almost impossible to satisfy.
‘Not happy
Jan’ complaints and handling procedures
NAITD has adopted recommendations made by the Director Consumer
Education and Representation Section Consumer Affairs Division Canberra.
NAITD aimed to incorporate sections of the Federal Governments
benchmarks for industry based complaint handling procedures and customer
dispute resolution schemes.
NAITD does not assist consumers with complaints that are under
investigation by any government authority, including the Office of Fair
Trading, Victorian Civil Administration Tribunal (VCAT) or similar
bodies, or complaints that are subject to or pending any legal action.
However NAITD would like to detail and compile the outcome of these complaints.
NAITD encourages and endeavors to help consumers and service providers
find fair, unbiased and amicable solutions to complaints. If a complaint
cannot be amicably resolved, it is then directed towards the appropriate
authority for formal consideration. Determinations are based on the
outcome of any findings.
Businesses found not to be upholding the high standards expected of
accreditation, have their licenses terminated and must remove all
references of the symbol, endorsement and NAITD accreditation.
Before lodging official complaints consumers should try and resolve
problems by talking direct to the trader, always remain calm, courteous,
speak clearly and be fair, but firm. Explain your problem and offer
solutions that will satisfy your needs, many complaints can be resolved
quickly and effectively this way.
Get your facts straight – gather copies of receipts, contracts, quotes
and other pertinent material. Speak to the trader as soon as possible
don’t leave it for long or extended periods to address your concerns.
Should discussions with a trader be unsuccessful, a letter outlining
your problem and your solutions to the problem addressed to the manager
or some other senior person could help. You should write promptly, as
delays may sometimes affect your rights. Your letter should include your
name and contact details, quote any account, customer, contract or
invoice numbers etc. Clearly identify and outline the problems you have,
be brief, but specific.
Quote dates and all the relevant facts surrounding your complaint
without getting lost in minor details. Include copies of support
documentation, such as invoices, quotations and receipts etc. Provide a
copy of any independent expert reports that you have or advise that you
will be seeking independent expert advice.
Keep copies of your correspondence and be clear of what you want the
trader to do to address your complaint, also set a reasonable deadline
for a response to your concerns and in addressing the problem.
If all your efforts still fail to resolve the problem, you may wish to
direct the complaint to a consumer protection agency, following some of
the links on this site should direct you to an appropriate agency in
your area. Another consideration could be to lodge a formal
complaint
directly to a court or tribunal, this is often seen a last resort and
may prove costly, as it usually requires legal representation.
NAITD would like to assist you in finding an amicable solution to your
complaint, and be kept informed regarding the progress and outcome of
your complaint.
Regardless of NAITD
accreditation consumers should:
remain vigilant and use due diligence when engaging service providers
where applicable consumers should seek at least two fully itemised
written quotations
gain legal advice if asked to sign important contracts or agreements
they don’t fully understand
consider businesses not recommended by NAITD as necessarily providing
poor standards
contact NAITD if concerned regarding the licensing status of a service
provider
