Complaints Handling Process

We are committed to acknowledging and resolving complaints fairly and within a reasonable timeframe.

Please submit your initial communication as a support request so our team can work with you to address your concerns. If you are not satisfied with the outcome, you may escalate the matter as a formal complaint.

How to submit a support request

You can submit a support request via the Contact us option on our website. Your support request should include all relevant information, so we have what we need to review your request and provide assistance. Most complaints can be resolved via our support request process. This is also the fastest way to resolve most concerns.

Your support request should include:

• The email address affected;
• The nature of the issue;
• The events that occurred before you noticed the issue;
• Your contact information; and
• Any relevant supporting material (such as screenshots or error messages).
  
  

How to submit a formal complaint

If you have already contacted support and are not satisfied with our response, you can raise your concerns directly with the team handling your support request or choose to escalate your request as a formal complaint.

A formal complaint is a grievance or expression of dissatisfaction about our products, services, communications, or management of your support request. Our complaints team will handle your formal complaint. It will likely take longer to resolve than a support request, given our need to investigate your concerns and conduct a thorough review.

To request your concern be handled as a formal complaint, please respond to your support request and advise us accordingly. Alternatively, you can email [email protected]

Your formal complaint should include:

• The support request number already provided to you;
• The nature of your complaint;
• What items have not been addressed or are outstanding from your support request;
• The resolution you are seeking; and
• The urgency of your complaint.

If we determine your request is urgent (for example, the issue is life-threatening or will cause significant harm to yourself or others), we will prioritise accordingly. Non-urgent complaints will be processed based on their date of receipt and/or our determination of the impact to the service we provide to you.

What happens when we receive your formal complaint?

We will acknowledge your complaint by emailing a reference number to the contact email address you provided. Our complaints team will aim to review your complaint within five (5) business days and outline the next actions we intend to take.

What if you are unhappy with the outcome?

If you are unhappy with the outcome of your complaint, you can consider contacting Office of Fair Trading for advice or assistance.

Accessibility

If you require any specific accommodations for us to handle your complaint, please let us know, and we will endeavour to facilitate this where practical.