Complaint Resolution Policy
HelloTech Australia Pty Ltd · ABN 21 675 579 674 · Version 1.0 · Effective 3 June 2026
HelloTech Australia Pty Ltd (ABN 21 675 579 674) (“HelloTech”) is committed to resolving complaints fairly, quickly and respectfully. This Policy explains how to raise a complaint and how we handle it. It applies to customers and, where relevant, to contractor technicians.
Complaints are free to make, taken seriously, handled confidentially, and resolved without detriment to the person who raised them. We use complaints to improve our Services.
1. How to make a complaint
You can raise a complaint through any of these channels:
| Channel | Details |
|---|---|
| Phone | 1800 HELLOTECH / (02) 9060 0275 |
| support@hellotech.com.au | |
| In writing | 11A Water Street, Wahroonga NSW 2076 |
| App | Help → Make a complaint |
Please include your name and contact details, your booking reference (if any), what happened, and the outcome you are seeking. If you need assistance to lodge a complaint, or support because of a disability, language or other need, tell us and we will help — see also our Vulnerable Persons Policy.
2. Our complaint-handling process
- Acknowledgement — we will acknowledge your complaint within 2 business days.
- Assessment — a HelloTech representative will review the complaint, gather relevant information (including from the technician involved), and may contact you for clarification.
- Resolution — we aim to resolve complaints within 10 business days. For complex matters we will keep you informed of progress and expected timeframes.
- Outcome — we will tell you the outcome and the reasons, and any action we will take. If we cannot meet your requested outcome, we will explain why.
- Escalation — if you are not satisfied, you may ask for the matter to be escalated to a senior manager or director for review.
3. Indicative timeframes
| Stage | Target timeframe |
|---|---|
| Acknowledge complaint | Within 2 business days |
| Provide a substantive response | Within 10 business days |
| Complex matters | Kept informed; resolution as soon as practicable |
| Internal escalation review | Within a further 10 business days |
4. Record keeping
We record complaints and their outcomes in a complaints register, handle personal information in accordance with our Privacy Policy, and review complaint trends regularly to improve our Services and contractor performance.
5. External avenues
Using this process does not affect your legal rights. If you remain dissatisfied, or prefer to raise the matter externally, you may contact:
- NSW Fair Trading — 13 32 20 (consumer matters);
- Australian Competition and Consumer Commission (ACCC);
- Office of the Australian Information Commissioner (OAIC) — privacy complaints.
6. Complaints about a technician’s conduct
This Policy is governed by the laws of New South Wales, Australia. HelloTech Australia Pty Ltd (ABN 21 675 579 674). Version 1.0, effective 3 June 2026 — this is the current version and supersedes all earlier versions.