Introduction

At Famography we are committed to providing high-quality services and value your feedback. This Complaints Handling Policy outlines how we manage complaints and ensure a fair, transparent, and timely resolution process.

Purpose

The purpose of this policy is to:

  • Ensure all complaints are handled in a consistent, fair, and prompt manner.
  • Enhance customer satisfaction by addressing concerns and improving our services.
  • Comply with relevant Australian laws and regulations, including the Australian Privacy Principles (APPs).

Definition of a complaint

A complaint is any expression of dissatisfaction made to or about us, our services, or our staff, where a response or resolution is explicitly or implicitly expected.

How to make a complaint

Complaints must be in writing and can be made through the following channels:

Online

Fill out the complaint form on our website.

Email

Send an email to info@famography.com.au.

Complaint handling process

1 Acknowledgement

We will acknowledge receipt of your complaint within 3 business days.

Investigation

Our team will investigate the complaint thoroughly and fairly, gathering all relevant information.

Response

We will provide a formal response within 5 business days, outlining the findin

Resolution

If the complaint is upheld, we will take appropriate measures to resolve the issue and prevent recurrence.

Escalation process

If you are not satisfied with our response, you can request the matter to be escalated to a Famography senior manager or refer it to an external body, such as:

Confidentiality

All complaints will be handled confidentially, and personal information will only be used for the purposes of addressing the complaint, in accordance with our Privacy Policy.

Review of policy

This policy will be reviewed regularly to ensure its effectiveness and compliance with Australian laws and regulations.

Any changes will be posted on our website and take effect immediately.

Contact information

For any questions or concerns about this Privacy Policy, please contact us at:

  • Email: info@famography.com.au
  • Phone: +61 420 617 514