Complaints Handling Policy
How Reyman Pty Ltd receives, investigates, and resolves complaints from clients and the public.
1. Making a Complaint
Complaints can be made in writing to hello@axisonic.com or to our head office. Privacy-related complaints are handled through our Privacy Policy and may be directed to privacy@axisonic.com.
2. How We Handle Complaints
- Acknowledgment — we acknowledge receipt of a complaint promptly, and in any event within 5 business days.
- Investigation — the complaint is investigated fairly and confidentially by an appropriate person.
- Response — we respond with our findings and any corrective action within a reasonable period, usually 30 days.
- Escalation — if a complaint is complex, we will advise of the expected timeline and keep you informed.
3. If You Are Not Satisfied
If you are not satisfied with our response, privacy complaints may be escalated to the Office of the Australian Information Commissioner at www.oaic.gov.au, and service complaints may be escalated through any applicable contract or regulatory channel. Nothing in this policy limits rights under Australian consumer law.