Complaints Policy

Overview

This policy explains how to submit a complaint about Pain Free Aussies — including our products, services, staff, or how we have previously handled a complaint. It also outlines how we investigate and respond to complaints, along with the steps you can take if you are not satisfied with our reply. We are committed to treating you with courtesy and respect, and we expect the same from you towards our team members.
Last updated: 11 August 2025.

What is a Complaint

A complaint is any expression of dissatisfaction made to or about Pain Free Aussies, our products, services, staff, or complaint-handling process, where a reply, resolution, or legal requirement is expected.

How to Make a Complaint

You can submit a complaint to us:

On our website: https://painfreeaussies.com.au/pages/complaints-policy

When making a complaint, please include:

Your name

Your preferred communication method and contact details (or those of your representative)

Any special assistance you may require

The outcome you are seeking

If You Need Help to Make a Complaint

If you need help to make or manage your complaint, you can ask someone — such as a friend or family member — to represent you. We will require your permission before speaking to your representative.

How We Handle Complaints

Acknowledgement
We will acknowledge your complaint promptly, and no later than 24 hours after receiving it. We will usually respond using the same method you contacted us with, unless you have a preferred method specified.

Investigation
If we cannot resolve your concern immediately, we will investigate and may request further details from you.

Resolution
We aim to resolve complaints within 30 days. If the issue is complex or there are circumstances outside our control, we will notify you in writing with the reason for any delay. If your complaint is rejected, our response will address the matters you raised, explain our findings, and provide enough detail for you to understand the reasons for our decision.

Requesting Updates
You can contact us at any time to request an update on the progress of your complaint.

Possible Remedies

Depending on the situation, resolutions may include:

An apology or explanation

A refund, fee waiver, or goodwill payment

Replacement of damaged or lost property

Amendments to a contract

Stopping actions that may cause detriment

Escalating a Complaint

If you are not satisfied with how we have handled your complaint or the outcome, you can escalate the matter to the Australian Competition and Consumer Commission (ACCC).