Complaints Handling Policy
The Sydney Cricket & Sports Ground Trust (Trust) strives to provide visitors and patrons to our venues with the best facilities and service. Feedback is important, in particular when patron expectations are not met. We want to resolve concerns as effectively as possible.
Visitors have the right to make a complaint when they are dissatisfied with the services or facilities that we provide or with the way we have handled an enquiry or complaint.
We will deal with complaints fairly, courteously and in a timely manner, considering all the circumstances of the complaint and any special needs.
How to make a complaint
We strive to make it easy to contact us and provide feedback. These are the ways you can contact the Trust:
- Visit us in person at our offices, located in the Entertainment Quarter or call 1300 724 737.
- Or, via Complaint Form. Responses will be via email or telephone.
- Feedback can also be forwarded via post to: SCG Trust, GPO Box 150 Sydney NSW 2001.
Complaints handling process
The SCG Trust treats complaints seriously and we endeavour to resolve your concerns promptly. If this cannot be achieved, we will offer to escalate the matter to ensure resolution in the shortest timeframe possible.
Your complaint will be acknowledged immediately when you speak to one of our staff, or within two working days for emails and feedback received by post. We endeavour to provide an outcome within 14 working days. As we work to resolve your complaint, we may contact you if we require further information, or if the timeframe to resolve your complaint changes.
We value your feedback. We will use it to continuously improve our business and our processes to ensure we provide the best possible service to our customers.
Reporting of incidents is mandatory for all employees, hirers, contractors and sub-contractors of the Sydney Cricket and Sports Ground Trust. All incidents, hazards or near misses must be reported via Reporting System (below) within 24 hours of occurring.