Complaints & Feedback Policy

Last updated: 28 May 2025

Quick Overview

This policy explains:

• Our commitment to resolving complaints and valuing your feedback.
• How you can provide feedback or make a complaint about our services or conduct.
• The process we follow to address your concerns fairly and efficiently.
• Your options if you are not satisfied with our response.
• How we use feedback to improve our services.

1. Our Commitment

OMEGAA Pty Ltd (ABN 81 647 259 881) (“we”, “us”, “our”) is committed to providing high-quality digital solutions and excellent customer service. We value all feedback, including complaints, as it helps us to improve our services, processes, and client relationships.

We aim to handle all feedback and complaints:

• Fairly: We will treat your concerns with impartiality.
• Efficiently: We will strive to resolve issues as quickly as possible.
• Respectfully: We will listen to your views and treat you with courtesy.
• Transparently: We will keep you informed of our process and the reasons for our decisions.

This policy outlines the framework for how we manage feedback and complaints.

2. What is Feedback and What is a Complaint?

• Feedback: Includes suggestions, compliments, or general comments about our services, staff, or processes. We welcome all forms of feedback.
• Complaint: An expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

3. How to Provide Feedback or Make a Complaint

You can provide feedback or make a complaint through the following channels:

• Email: [email protected]

• Please use “Feedback” or “Complaint” in the subject line to help us direct your correspondence appropriately.

• Post:
  Complaints & Feedback
  OMEGAA Pty Ltd
  125 Kerry Rd, Acacia Ridge QLD 4110
• Phone: 07 2140 2050

• If you make a complaint by phone, we may ask you to confirm the details in writing to ensure we have a clear record of your concerns.

To help us address your concerns effectively, please include the following information when making a complaint:

• Your full name and preferred contact details (email, phone number).
• The name of your business (if applicable).
• A clear description of your feedback or complaint, including relevant dates, times, and the service(s) involved.
• The names of any OMEGAA Pty Ltd staff members you have dealt with regarding the issue.
• Any relevant supporting documentation (e.g., emails, screenshots, invoices).
• The outcome you are seeking (if applicable).

4. Our Complaints Handling Process

We are committed to resolving your complaint in a timely and fair manner.

1. Acknowledgement:

• We will acknowledge receipt of your complaint within two (2) business days, usually by email. We will provide you with a reference number for your complaint and the contact details of the person handling your query.

1. Assessment and Investigation:

• We will review the information you have provided and may contact you if we need further details.
• The complaint will be investigated thoroughly by an appropriate member of our team, who will gather all relevant facts.

1. Response and Resolution:

• We aim to provide you with a formal written response and proposed resolution to your complaint within ten (10) business days of acknowledging it.
• If the matter is complex and requires more time for investigation, we will inform you of the delay, the reasons for it, and an expected timeframe for our response (generally not exceeding 30 business days from the initial complaint, unless otherwise agreed).
• Our response will explain the findings of our investigation and any action we have taken or propose to take.

1. Confidentiality:

• We will treat your complaint and personal information confidentially, in accordance with our Privacy Policy. Information will only be shared with staff members who need it to investigate and resolve your complaint.

5. If You Are Not Satisfied with Our Response

If you are not satisfied with our initial response or the proposed resolution, you can request an internal review of your complaint.

• Internal Review: Please notify the person who handled your complaint, or email [email protected], stating that you would like your complaint to be reviewed by a senior manager. We will aim to conduct this review and provide you with a final response within ten (10) business days.
• External Options: If you are still not satisfied with the outcome of the internal review, or if you feel your complaint has not been adequately addressed, you may wish to seek advice from an external dispute resolution body. Depending on the nature of your complaint, this could include:

• Queensland Office of Fair Trading: For general consumer complaints regarding goods or services.
• Office of the Australian Information Commissioner (OAIC): If your complaint relates to a breach of your privacy under the Privacy Act 1988 (Cth).
• Other relevant industry ombudsman schemes, if applicable.

6. Using Feedback for Improvement

All feedback and complaints are recorded and analysed to identify trends and areas where we can improve our products, services, and processes. We are committed to learning from your experiences to enhance the quality of service we provide to all our clients.

7. Changes to This Policy

We may update this Complaints & Feedback Policy from time to time. Any changes will be effective immediately upon posting the revised policy on our website (omegaa.com.au). The “Last updated” date at the top of this policy will indicate when it was last revised.

8. Contact Us

For any questions about this policy, or to provide feedback or make a complaint, please contact us:

Email: [email protected]

Post: OMEGAA Pty Ltd, 125 Kerry Rd, Acacia Ridge QLD 4110

Phone: 07 2140 2050