Complaints Handling Policy
1. Purpose
This Complaints Handling Policy sets out how Method Digital Pty Ltd, trading as Solution22, receives, investigates, and resolves complaints from Business Users and End Users of QueueUp, including complaints about privacy and personal information handling.
2. How to Lodge a Complaint
A complaint can be lodged by emailing [email protected] with a description of the issue, your contact details, and any relevant account or business information. There is no cost to lodge a complaint.
3. Acknowledgement
We aim to acknowledge receipt of a complaint within 2 business days, consistent with our Support Policy.
4. Investigation
We will investigate the complaint, which may involve reviewing account records, system logs, or consulting the relevant Business (where a complaint concerns a specific Business’s queue). We will keep the complainant reasonably informed of progress for a complaint that takes longer than 10 business days to resolve.
5. Resolution Timeframe
We aim to resolve most complaints within 30 days. A complex complaint (for example, one requiring technical investigation or involving a suspected data breach) may take longer; we will explain why and give an updated timeframe if this occurs.
6. Privacy Complaints
A complaint that concerns how we have handled personal information is handled under this Policy in the first instance. If the complainant is not satisfied with our response, they may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, consistent with clause 16 of the Privacy Policy.
A complaint that raises a suspected data breach is escalated immediately to the Incident Lead under our Data Breach Response Plan, in parallel with the ordinary complaints process.
7. Record Keeping
We keep a record of each complaint, including the date received, the nature of the complaint, the investigation undertaken, and the outcome, for a reasonable period to identify recurring issues and demonstrate compliance with this Policy.
8. Escalation
If a complainant is not satisfied with the outcome, they may request escalation to a senior member of the QueueUp team by replying to the same correspondence and asking for the matter to be escalated.
9. Changes to this Policy
We may update this Policy from time to time. The current version is available on request.