AICUITY MEDIA PTY LTD ACN 699 329 621 (herewith referred to as "we", "us" or "our") is committed to providing a high-quality Service and handling any concerns fairly and promptly. This Complaints Policy explains how you can raise a complaint about our services provided at www.aicuitymedia.com (herewith referred to as the "Service") and how we'll handle it.
This policy covers complaints about the Service including but not limited to billing, service quality, and conduct. If your complaint is specifically about how we've handled your personal information, see Section 6 below which explains your additional rights under the Australian Privacy Principles.
1. What Counts as a Complaint
A complaint is any expression of dissatisfaction with the Service, including (but not limited to):
- Billing or payment issues
- Service faults or technical problems
- Quality or accuracy concerns regarding AI-generated Output
- How your personal information has been handled
- The conduct of our staff or representatives
- Any breach of our Terms and Conditions, Privacy Policy, or other published policies
2. How to Lodge a Complaint
You can lodge a complaint by contacting us at:
Email: complaints@aicuitymedia.com
Please include:
- Your name and account email
- A clear description of the issue
- Any relevant dates, transaction details, or supporting documents
- What outcome you're seeking
3. What Happens Next
Acknowledgement
We will acknowledge your complaint within 3 business days of receiving it.
Investigation
We will review your complaint, which may involve looking into your account, transaction records, or the specific Output or issue you've raised. We may contact you for further information.
Response
We aim to provide a substantive response within 10 business days of acknowledging your complaint. If a complaint is complex and requires more time, we will let you know and provide an updated timeframe.
Resolution
Where a complaint is upheld, we will work with you on an appropriate resolution, which may include a correction, refund (see our Refund Policy), account credit, or other remedy depending on the nature of the issue.
4. Keeping You Informed
We will keep you updated on the progress of your complaint, particularly if it takes longer than expected to resolve. You're welcome to follow up with us at any time using the contact details above.
5. If You’re Not Satisfied
If you're not satisfied with our response, you can ask for your complaint to be escalated for internal review. If, after that review, you remain unsatisfied, you may have the option to raise the matter with an external body, depending on the nature of your complaint:
- Privacy-related complaints: see Section 6 below
- Billing/payment disputes: you may be entitled to raise a chargeback with your card issuer or payment provider
- Consumer rights issues: you can contact your state or territory fair trading body, or the Australian Competition and Consumer Commission (ACCC)
6. Privacy Complaints
If your complaint relates specifically to how we've collected, used, or disclosed your personal information, we handle it in line with the Australian Privacy Principles, as set out in our Privacy Policy.
If you're not satisfied with our response to a privacy complaint, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au
- Phone: 1300 363 992
7. Our Commitment
We treat all complaints seriously, handle them fairly and without retaliation, and use them as an opportunity to improve the Service. Lodging a complaint will not negatively affect your account or access to the Service, provided your conduct in doing so remains respectful and lawful.
8. Changes to This Policy
We may update this Complaints Policy from time to time. The updated version will be posted on this page with a revised "Last updated" date.
Contact Us
AICUITY MEDIA PTY LTD (ACN 699 329 621)
Website: www.aicuitymedia.com
Email: aicuity@outlook.com