| Gripe HQ |
| General Questions |
| Is the NGE Site moderated? Yes, the NGE site is monitored by NGE staff who are in constant contact with each other and with the site owner, Fiona Stewart. Gripe HQ is covered by strict guidelines in an attempt to maintain NGE as a family-friendly place to visit. Posts that break the rules of Gripe HQ may be removed without explanation. It is the responsibility of users of the NGE site to abide by the rules of Gripe HQ, which form part of the NGE User Agreement - which can be found on the home page. Contravention of either may lead to the suspension of membership privileges. Back to top |
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The NGE Process All gripes submitted to this website are assessed by the NGE team. Those that are eligible for the Top 10 are pooled for consideration. At this point we will contact the member with an expression of interest, seeking permission to pass on contact details to the company should the gripe be selected for the Top 10. If selected we will phone the member for a brief interview and then contact the company on the members behalf in search of a resolution or explanation. At this point we would ask for any further information, documentation etc if required. Even if a gripe doesn't make it to the Top 10 it can still be resolved. Many of Australia's largest companies are registered with NGE. This means that each time their name is mentioned on the site they automatically receive a copy of the complaint. Should they wish to talk to the member then the member is contacted by NGE to seek permission.Back to top |
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| Does Not Good Enough accept advertising? NGE accepts no advertising, sponsorship or inducements. Back to top |
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| How does Not Good Enough balance its commitment to companies with its commitment to consumers? At NGE we believe that companies do not hear enough about what they are doing wrong and how to fix it. After all, only 5% of unhappy customers complain to management. This is despite the fact that most companies have market research, customer service departments and public relations offices. We want customers to be heard. We want to use your voices to provide solutions to companies. Eventually we want to do ourselves out of business - no company mistakes, no complaints. But that's a long way off. In the meantime, selling companies access to your feedback is what makes NGE tick as it funds our site. To learn more about NGE Corporate Services click on the Corporate Services link. Back to top |
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| What happens to my postings to the Not Good Enough website? Contributions to Not Good Enough are archived on a secure server system. Access to the archives is available only to NGE management. Companies that subscribe to NGE have access to a search function. The Search covers the NGE live site; Gripe HQ archive and Have Your Say archive. Back to top |
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| How are the Top 10 Gripes picked? Each Monday, NGE publishes a Top 10 List of complaints received on the site. The complaints are analysed and selected for inclusion on the basis of the following metrics and properties: trend significance and broad applicability; seriousness; public awareness level; improvement potential; public benefit. This is a standard qualitative research methodology and rating process. Back to top |
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| How does NGE verify the Top 10 Gripes each week? NGE obtains written assurance from members that their contribution to the Weekly Top 10 Gripes is true, genuine and current. Telephone interviews are also conducted. Supporting documentation is obtained from NGE members when and as required. Back to top |
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| Do companies pay to respond when they are listed in the Top 10 Gripes? Companies can respond in two ways. 1. Companies can respond 24 / 7 in Gripe HQ. This is free. 2. Companies can register with NGE for our eAlert service ($50 per annum). Once registered a company can choose to obtain the customer's contact details. NGE charges $100 per request. Alternatively companies can have their contact details passed on to the customer for the same $100 fee. Companies who contact their customers directly may post a response statement on the Top 10 Gripes list. Back to top |
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| Why is Not Good Enough a dot.org and not a dot.com? When Not Good Enough was set up, the dot.com domain was not available. And, heck, we like the connotations of being a dot.org as we have strong social justice principles. Back to top |
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| Who owns Not Good Enough? Not Good Enough is owned by the individuals who work on and for NGE. Back to top |
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| Who works in Not Good Enough? Not Good Enough has a staff of 12 full time and part time workers. This includes management, technology, sales and marketing, legal and research. Back to top |
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| Login and Registration Issues |
| Why can't I log in? Have you registered? Seriously, you must register in order to log in. Have you been banned from the board? If you have registered and are not banned and you still cannot log in then check and double-check your username and password. Usually this is the problem; if not, refer to the Contact Us link. Back to top |
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| Why do I have to Register? You need to register so we can contact you to verify your postings. Research shows that when we need to provide details about who we are, we are much more likely to be honest online. It is important that NGE takes as many steps as possible to ensure that honest, accurate feedback is logged on the site. Your details help in this regard. Equally importantly, we want to be able to contact you when you win our Gripe of the Week or if TV or other media want to talk to you. So go on, give us your email and phone number and don't forget to keep these up to date. Back to top |
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| Why do I get logged off automatically? If you do not check the Log me in automatically box when you log in, the board will only keep you logged in for a preset time. This prevents misuse of your account by anyone else. To stay logged in, check the box during login. This is not recommended if you access the board from a shared computer, e.g. library, Internet cafe, university cluster, etc. Back to top |
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| I've lost my password! Don't panic! While your password cannot be retrieved it can be reset. To do this go to the login page and click I've forgotten my password. Follow the instructions and you should be back online in no time. Back to top |
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| I registered but cannot log in! First check that you are entering the correct username and password. Your account may need activating. When you registered you would have received an email containing activation details, just follow the instructions; if you did not receive the email then check that your email address is valid. One reason activation is used is to reduce the possibility of rogue users abusing the board anonymously. If you are sure the email address you used is valid then refer to the Contact Us link. Back to top |
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| I registered in the past but cannot log in anymore! The most likely reasons for this are: you entered an incorrect username or password (check the email you were sent when you first registered) or your membership has been suspended. Back to top |
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| Who do I ask for help logging on and all other problems? For all tech hassles with the NGE site select General Enquiries from the Contact Us link. Back to top |
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| User Preferences and settings |
| How do I change my settings? All your settings (if you are registered) are stored in the database. To alter them click the Change Details link (shown at the top of pages). This will allow you to change your settings. Back to top |
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| How do I opt out of the Weekly Email? Make sure you are logged in. Go to Change details and untick the box. Back to top |
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| Posting Issues |
| How do I post a topic in a forum? Easy -- click the relevant Forum and then click the 'New Topic' button and follow the prompts. You must be registered before you can create a new topic or post a message Back to top |
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| How do I edit or delete a post? After typing your message select 'Preview'. Now is the time to edit. When you are happy with your comments select 'Submit'. Members are encouraged to think carefully before posting as only administration can delete a post and only when the post breaks the forum rules. Back to top |
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| Why can't I access a forum? Some forums may be limited to certain users or groups to view, read, post, etc. Refer to the Contact Us link Back to top |
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| Why can't I vote in polls? Only registered users can vote in polls to prevent spoofing of results. Only one vote per username can be cast. Back to top |
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| What is Have Your Say? If you've only got 60 seconds and want your gripe logged with NGE, then use Have Your Say. Gripes entered here go to our off-screen archive, visible only to NGE management. Selected gripes appear in both Top 10 Gripes and Winners Board. Only your username will appear on site. Back to top |
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| How do I post to Have Your Say? Click the link on the front page in the Have Your Say section. A new window will open. Simply fill in all the details and hit Submit to send it off to the NGE team. Back to top |
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| Where's my Have Your Say posting? Postings to Have Your Say are currently stored in an off-screen archive. While they are not visible to the public, be assured we have them and they are regularly selected for the Weekly Top 10 list. If you want everyone to be able to read your gripe, post it in Gripe HQ. Back to top |
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| My posting in Gripe HQ has disappeared. Where did it go? Member posts in Gripe HQ will be removed if they break the rules of Gripe HQ. Warning is not given and debate is not entered into by NGE. All members are encouraged to familiarise themselves with the rules of Gripe HQ and the NGE user agreement to ensure their posts remain within these rules. NGE reserves the right to amend the rules without notice so recommends that members check the rules from time to time. ALL removed posts are retained within the NGE archives. Back to top |
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| What are Smileys? Smileys, or Emoticons, are small graphical images which can be used to express some feeling using a short code, e.g. :) means happy, :( means sad. The full list of emoticons can be seen via the posting form. Try not to overuse smileys, though, as they can quickly render a post unreadable and a administration may decide to edit them out or remove the post altogether. Back to top |
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| What are Announcements? Announcements often contain important information and you should read them as soon as possible. Announcements appear at the top of every page in the forum to which they are posted. Back to top |
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| What are Sticky topics? Sticky topics appear below any announcements in and only on the first page. They are often quite important so you should read them where possible. Back to top |
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| What are Locked topics? Locked topics are set this way by the administrator. You cannot reply to locked topics. Topics may be locked for many reasons. Back to top |
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| What Are Your Feelings? |
| What? The purpose of this section is to ask members to rate their experiences with organisations from good to bad. This information sends a powerful message to companies about how their customers feel about them. Back to top |
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| Why? Answering these 3 issues leaves a company in no doubt about how you feel. This extra information gets it off your chest and helps a company to understand better. This is a win all round. Back to top |
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| When? You need to answer the feelings questions when you 1. start a thread in the discussion forums and 2. when you reply to someone else's post for the first time. The default is based on the first post so you can change the scale if your feelings differ. Posting in HYS also asks you these questions. Back to top |
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| About Us/Privacy |
| How did Not Good Enough come about? Not Good Enough is the brainchild of Fiona. Flying back from Brisbane around the time Ansett collapsed, Fiona was disappointed with Qantas, counters were closed despite massive queues, and the Qantas lounge was a mess. Not *! # Good Enough was the term that came to mind and the website was born. And besides, we don't have consumer unions. We don't have politicians who are elected to get consumers a fair go. Not Good Enough is the website that gets consumer voices heard. For companies, Not Good Enough provides the solutions to know what customers are saying not yesterday, but now in real time today. Back to top |
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How can Not Good Enough help me? Not Good Enough works for consumers in 3 main ways.
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| What is the Business of Not Good Enough? Not Good Enough receives no government funding or corporate sponsorship. As an independent organisation, NGE relies on corporate services and consumer subscriptions for its income. We believe that real time access to your feedback is valuable. It is only right that companies should pay. Back to top |
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What does NGE do with my personal details? The personal details that members provide NGE are solely for the benefit of verification purposes. These details are stored in a database facility and kept secure. They are not sold or disclosed in any way to any third party, except where permission is granted. No company has access to your details without your explicit permission. You are likely to be asked your permission for your details to be forwarded to a company:
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Telstra Contact the customer? |