Complaints Policy

Complaints Policy

 

The provider of the services described in this Complaints Policy is Max Strategies Pty Ltd (ABN: 12656032110) (Max Strategies, we, us, our).

Overview

 

This policy outlines the process for lodging a complaint, our approach to managing your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time it takes for us to respond.

We understand the significance of having an effective and efficient complaints handling process and adopt a customer-centric approach. While we respect your right to make a complaint, we expect that you will treat our staff respectfully when they are dealing with your complaint.

 

What is a complaint?

A complaint is:

"An expression of dissatisfaction made to or about us, related to our services, staff, or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required."

 

How to make a complaint

You can lodge a complaint to us by visiting our website and sending us an email via the "Contact Us" page.

 

When making your complaint please tell us:

• Your name

• Your contact information

• What your complaint is about

• What you are seeking to resolve your complaint

 

How we will deal with your complaint

Upon receiving your complaint, we will acknowledge it and strive to resolve it as promptly as possible. Given the complexity and nature of some issues, please be aware that resolution may take up to 12 weeks.

Investigation of your complaint

We will conduct a thorough investigation into your concerns, using various methods deemed necessary and within legal boundaries.

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Responding to your complaint

We will provide you with our written reasons for the outcome of your complaint once the investigation is complete. We strive to resolve all complaints within 12 weeks, but the resolution period may vary depending on the nature and complexity of the issues raised.

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If we reject your complaint (fully or partially), our response will:

• Address the issues you raised in your complaint

• Outline our findings on the key questions of fact raised in your complaint, referencing the relevant supporting information

• Provide sufficient detail to allow you to understand the reasons for our decision

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If your complaint is resolved to your complete satisfaction within the resolution period, we may not provide a detailed response.

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No external dispute resolution

Please note that we currently do not affiliate with any external dispute resolution bodies. However, we commit to dealing with all complaints fairly and efficiently.