Complaints Handling

If you haven’t received the service you expected from us or, are dissatisfied with a product, you can lodge a complaint. Contacting us to request support or to report a service issue is not necessarily a complaint. We are committed to ensuring that your complaint is handled fairly and efficiently in compliance with our obligations under Australia Consumer Law (ACL).

Lodging a complaint

Click in the link below to submit an online complaint.

Customer Service Operating Hours
Email [email protected]  

Monday to Friday 7.00am – 5.00pm AWST, except public holidays.

Phone 1800 004 838
Online Submit an online complaint here.

 

We aim to respond to you within 5 business days.  When lodging your complaint, please provide your current contact information.  If we are unable to contact you using the details you provide or if you don’t respond to communication from us within 10 business days, your complaint will be marked on file as “resolved”.

Urgent Complaints/Incidents

An urgent complaint relates to a product safety concern or injuries sustained when using our products.  We aim to respond to urgent complaints within 4 business hours on the day of receipt, or on the next business day if you lodge a complaint outside the operating hours of our Customer Service Team.

Resolving your complaint

We’ll consider the circumstances of any complaint we receive regarding issues or faults with our products, in accordance with the consumer guarantee provisions of the ACL. The consumer guarantees under the ACL are separate to, and not affected by, our own warranties given at the time you purchased our product(s). We will assess each complaint taking into account our legal obligations.

We may require you to provide such further information as is necessary to enable us to fully assess your complaint.

For more information about your consumer guarantee rights under the ACL, visit www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees.