Complaint Policy

SCOPE:

This policy applies to all customers who purchase/use our products/services and wish to lodge a complaint.

COMPLAINT DEFINITION:
A complaint is defined as an expression of dissatisfaction or concern communicated by a consumer to a business regarding goods or services purchased or acquired, including any issues related to product quality, performance, safety, accuracy of information, or the overall customer experience.

COMPLAINT HANDLING PRINCIPLES:

  • Fairness: We will treat all complaints fairly, impartially, and without bias, regardless of the customer's background or circumstances.
  • Transparency: We will maintain open and transparent communication with customers throughout the complaint handling process, providing clear explanations and updates on the progress of their complaint.
  • Timeliness: We will endeavor to acknowledge complaints promptly upon receipt and strive to resolve them within a reasonable timeframe, in accordance with ACL guidelines.
  • Confidentiality: We will respect the privacy of our customers and handle all complaints with strict confidentiality, disclosing information only to those directly involved in the complaint resolution process.
  • Compliance: We will ensure that all complaint handling processes and resolutions comply with the requirements of the Australian Consumer Law, including consumer guarantees, warranties, and protections against misleading or deceptive conduct.


COMPLAINT LODGMENT:
Customers can lodge complaints through our dedicated form on our website available here.

COMPLAINT HANDLING PROCESS:

  • Acknowledgment: Upon receipt of a complaint, we will send an acknowledgment to the customer, confirming that their complaint has been received and providing an expected timeframe for resolution.
  • Investigation: Trained staff will thoroughly investigate the complaint, gathering relevant information and documentation to understand the nature and cause of the issue.
  • Resolution: We will strive to resolve the complaint promptly and fairly in accordance with ACL requirements.
  • Escalation: If the customer is not satisfied with the initial resolution, they may escalate their complaint to a higher authority within our organization, who will review the matter and provide a final decision.
  • Feedback: We encourage customers to provide feedback on their complaints handling experience, which will be used to identify areas for improvement and enhance our processes.


MONITORING AND REVIEW:
We will regularly monitor and review complaints data to identify trends, root causes of recurring issues, and opportunities for improvement. This policy will be reviewed periodically to ensure ongoing compliance with ACL requirements and best practices in complaint handling.


CONFIDENTIALITY AND PRIVACY:
All customer information and complaints will be handled with utmost confidentiality and in compliance with privacy laws. Personal information collected during the complaints handling process will only be used for the purpose of resolving the complaint.


EXTERNAL DISPUTE RESOLUTION:
If a complaint cannot be resolved to the customer's satisfaction internally, they may have the option to seek external dispute resolution through relevant authorities.


EFFECTIVE DATE:
This Complaints Policy is effective from 26th March 2024 and supersedes any previous versions.