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Complaint Handling Policy

1. Purpose of the Policy

The purpose of this Complaint Handling Policy is to provide a clear and transparent process for users to submit complaints and concerns, ensuring they are handled efficiently, fairly, and in accordance with Australian laws, including the Australian Consumer Law (ACL) and the Competition and Consumer Act 2010 (Cth).

2. Scope of the Policy

This Policy applies to all users of the Ezyiah platform, including individual taxpayers, business owners, and tax professionals. It covers complaints related to:

  • Service Quality: Issues with the quality of services provided by Ezyiah, including AI guidance and user experience.
  • Billing and Refunds: Concerns related to billing, charges, or refund requests.
  • Data Privacy and Security: Complaints about data handling, privacy, or security breaches.
  • Accessibility Issues: Feedback or complaints related to the accessibility of the platform for users with disabilities.
  • User Support: Issues with customer service or support interactions.

3. How to Submit a Complaint

We aim to make the complaint submission process as straightforward as possible:

  • Email Submission: Users can submit complaints via email to [email protected]. Please provide a detailed description of the issue, including any relevant documentation or evidence.
  • Online Form: You can also submit a complaint through our online complaint form on the Ezyiah website [Insert Link Here].
  • Phone Support: For urgent matters, you may contact our support team directly at [Insert Phone Number].

4. Information Required

To help us resolve your complaint efficiently, please include the following information:

  • Your Name and Contact Details: So we can respond to your complaint promptly.
  • Account Information: Your Ezyiah account details, if applicable.
  • Description of the Issue: A clear and detailed description of the complaint.
  • Relevant Documentation: Any supporting documents, such as screenshots, receipts, or correspondence.

5. Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 2 business days. Our team will review the issue and provide an initial response, including any follow-up questions or requests for additional information.

6. Complaint Resolution Process

Ezyiah follows a structured process to handle complaints in a fair and transparent manner:

  • Investigation: We will conduct a thorough investigation of your complaint, gathering all relevant information and evidence.
  • Communication: Our support team will keep you informed of the progress throughout the resolution process.
  • Resolution: We aim to resolve most complaints within 14 business days. For complex issues requiring additional time, we will provide updates and an estimated resolution timeline.
  • Outcome Notification: You will receive a detailed explanation of the outcome, including any corrective actions taken or further steps required.

7. Escalation Process

If you are not satisfied with the resolution provided, you may request an escalation:

  • Internal Review: Your complaint will be reviewed by a senior manager or the Head of Customer Support.
  • External Dispute Resolution: If you are still dissatisfied, you may escalate the matter to an external body, such as the Australian Financial Complaints Authority (AFCA) or the Australian Competition and Consumer Commission (ACCC) for further assistance.

8. Privacy and Confidentiality

We take your privacy seriously and handle all complaints in accordance with the Privacy Act 1988 (Cth):

  • Confidential Handling: Your personal information and complaint details will be treated confidentially and only shared with relevant team members involved in the resolution process.
  • Data Protection: We follow strict data protection protocols to safeguard your information throughout the complaint handling process.

9. Complaint Monitoring and Reporting

Ezyiah is committed to continuous improvement. We monitor and review complaints to identify trends and areas for enhancement:

  • Complaint Log: All complaints are logged and tracked in our system for internal review and quality control.
  • Regular Reporting: We analyze complaint data periodically to identify recurring issues and implement improvements.

10. Compliance with Australian Law

This Complaint Handling Policy complies with the Australian Consumer Law (ACL) and relevant sections of the Competition and Consumer Act 2010 (Cth). We aim to meet the standards set by the Australian Standard AS ISO 10002-2014: Guidelines for Complaint Management.

11. Policy Review and Updates

Ezyiah may update this Complaint Handling Policy periodically to reflect changes in legal requirements or service enhancements. We will notify users of significant updates. Continued use of the platform indicates acceptance of the revised policy.

12. Governing Law

This Complaint Handling Policy is governed by the laws of the State of Victoria, Australia. Any disputes arising under this Policy will be subject to the exclusive jurisdiction of the Victorian courts.

13. Contact Information

If you have any questions, concerns, or need further assistance with your complaint, please contact us at:

By using Ezyiah, you acknowledge that you have read, understood, and agree to this Complaint Handling Policy. We appreciate your feedback and are committed to addressing your concerns promptly and effectively.