Complaints
If something isn’t right
I would always rather hear it from you directly, early, while it is still easy to fix. Here is what happens when you raise something.
1. Tell me
Email rimon@fanous.com.au or call 0416 279 393. Say what happened and what you would like done about it. A phone call is fine, and I will confirm what we discussed in writing.
2. I acknowledge it within one business day
You will hear back from me personally, not from a system, and you will know who is handling it: me.
3. A full response within ten business days
I will look into it properly, meet with you if that helps, and come back with what I found and what I will do. If it can be settled sooner, it will be.
4. If we still don’t agree
Either of us can ask the Victorian Small Business Commission to help through low-cost mediation, before anyone goes near a court. If you are buying as a consumer, you can also contact Consumer Affairs Victoria. For a concern about your personal information, see our privacy policy.
What it never affects
Raising a concern never changes how you are treated or the care your work gets. Nothing here limits your rights under the Australian Consumer Law.