Complaints Policy
Send a Complaint.
If you are dissatisfied with a product or service provided by us, you can lodge a complaint with us.
A valid complaint may relate to any of the following grounds:
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product or service quality not meeting advertised expectations
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deliberate delays exceeding 7 business days
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billing discrepancies or unexpected charges
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customer service issues during previous resolution attempts or
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breach of consumer guarantees under Australian consumer law
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privacy or data handling concerns affecting personal information
Please include in your complaint:
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your name and contact details
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the nature of the complaint
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details of any steps you have already taken to resolve the complaint
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details of conversations you may have had with us that may be relevant to your complaint, and;
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copies of any documentation which may be relevant
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confirmation that you understand your personal information and documentation will be handled under our privacy policy and retained securely for 30 days
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Evaluation.
We will take note of what information you provide to us. This information will be passed on to the appropriate personnel of Perth’s Animal Training Specialists to deal with the complaint.
We are committed to resolving your complaint promptly.
We aim to acknowledge your complaint within 2 business days and provide a full resolution within 10 business days of receiving your complaint.
If we fail to meet these response timelines you will be entitled to a 75% credit towards our services and the option to escalate your complaint to the ACCC for priority resolution.
2. Response.
We will keep in touch with you during the process. If you require support, please email charlotte@ pats.net.au. Once we have finalised your complaint, we will advise you of our findings and any action we have taken.
3. Internal Review Process.
We maintain a comprehensive complaint-tracking system to analyse trends and improve our services. All complaints are logged and reviewed quarterly to identify systemic issues. This data aids the continuous improvement of processes to prevent recurring issues.
4. Escalation Process.
If you are not satisfied with our initial response, you may escalate your complaint to the ACCC at www.accc.gov.au/about-us/contact-us-or-report-an-issue for independent mediation.
5. Internal Review Steps.
Before external escalation, you may
1). Request a review by our customer relations team within 10 business days.
2) Following internal review completion, proceed with ACCC contact if required.