Dispute Resolution Policy

Our Dispute Resolution process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with excellent customer service, we recognize that you may wish to express dissatisfaction with our products, services, staff, or procedures.

During your dispute, we will aim to tailor any proposed resolutions to provide a fair and reasonable outcome to all parties involved. Once accepted, we will aim to deliver our mutually agreed resolution to you within 10 business days, or 2 business days where the dispute is urgent.

Please follow the steps below to raise and escalate your dispute. In the event that you require assistance with making a dispute, our staff at each stage of the process will be more than happy to assist.

Step 1: First contact

To begin any dispute, please email [email protected]

First contacts will be addressed by a Customer Service Representative (CSR) within 24-48 hours or as soon as possible. A CSR is empowered to resolve complex issues and first level disputes and make fair and reasonable customer service decisions.

Step 2: Escalating your dispute

If a CSR is not able resolve a dispute, they can escalate it to a Customer Service Manager (CSM). The CSM will review the dispute and attempt to resolve the dispute.

Step 3: Referral to Management

If a CSM is unable to resolve a dispute to your satisfaction, you can request that they provide you with a referral to Management.

A member of Management will contact you within 1 working day of receiving the referral to acknowledge your dispute. A response to your dispute will be provided to you within 2 working days of your dispute being lodged with Management.

We aim to resolve all disputes within 5 business days from the date of initial contact. Complex problems will be resolved within 15 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.