Complaints & dispute resolution

Talk to us first

Email [email protected] or call +61 422 735 541. Please include your order, quote, repair or RMA reference and a description of the problem — photographs and part numbers help us resolve it faster.

What happens next

• We will acknowledge your complaint within 2 business days.
• We aim to resolve it within 10 business days. If we need longer, we will tell you why and give you a revised timeframe rather than leaving you waiting.
• We will tell you the outcome and the reasons for it, and what we can do to put it right.

If we cannot resolve it between us

Either of us may refer the matter to mediation before starting court proceedings, using a mediator we agree on or, failing agreement, one appointed by the Queensland Law Society. Each party pays its own costs and we share the mediator’s fee equally.

This does not stop either of us seeking urgent injunctive relief, and it does not stop you taking your complaint to a regulator or a tribunal at any time. You do not have to go through us first.

Who you can escalate to

• Queensland Office of Fair Trading — qld.gov.au/law/fair-trading, 13 QGOV (13 74 68).
• Australian Competition and Consumer Commission — accc.gov.au, 1300 302 502.
• Queensland Civil and Administrative Tribunal (QCAT), or the equivalent tribunal in your State or Territory, for smaller consumer claims.
• The consumer protection regulator in your own State or Territory, or in your country if you are outside Australia.
• Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992 — for privacy complaints.

Your rights are not affected

Nothing on this page limits your rights under the Australian Consumer Law, and using our complaints process does not give up any right or shorten any time limit that applies to a claim you may have.