What is a complaint?
A complaint is when you tell us you’re dissatisfied with the products and services we provide. This may include how we handle your requests for replacement products, or interactions with our team. You have a right to complain.
We are human, and have many moving parts in our manufacturing and logistics network, so sometimes we get things wrong. However, our commitment is that when we do, we own up to our mistakes and we’re transparent with you about how we fix them.
Our aim is to resolve all complaints immediately (although we may not always be able to do so). All our complaints handling is free of charge.
How to make a complaint?
It's easy! Simply email us at [email protected]
Ensure you mention you wish to make a complaint.
If you do not wish to handle a complaint yourself, you can nominate someone else to do it for you. If you plan to nominate someone, just let us know.
What happens once you make a complaint?
When you make a complaint, we will send to your primary nominated email address within 5 working days a unique case number that you can quote to receive updates
For complaints that we can’t resolve immediately, we will:
investigate as necessary, and then contact you within 5 working days to discuss how to resolve your complaint. In most cases it will be sooner but sometimes, it may take longer than 5 working days to investigate your complaint and if this happens, we will contact you to let you know why and provide you with an updated timeframe.
implement any agreed resolution within 10 working days, unless: you have agreed otherwise, or you have not yet completed something you agreed to do
If we hit delays to what we have proposed, we’ll contact you as soon as possible to let you know and propose new timelines.
Once your complaint has been resolved, we’ll let you know. We will not close a complaint until you have agreed it has been resolved (unless there are special circumstances – see “attempts to make contact” below).
Attempts to make contact
If we can’t contact you via your preferred method, we will write to you with details of our attempts and a request to contact us.
If you don’t respond within 10 working days, we will consider your complaint resolved.
If you are unsatisfied
If at any point you are unsatisfied with our handling of your complaint, progress or outcome you can opt for an external dispute resolution such as the Melbourne Commercial Arbitration and Mediation Centre (MCAMC). Disputes are handled in accordance with our Terms & Conditions, clause 22. Alternatively, you can seek your own legal counsel.
Melbourne Commercial Arbitration and Mediation Centre (MCAMC) can be contacted by:
Phone: +61 3 9225 6929
Email: [email protected]