COMPLAINTS POLICY

How a complaint can be made

If you are not satisfied with our services or if you see something on Fappeando that you think may be inappropriate or abusive, you can tell us in writing:

We will record all complaints and review them regularly to identify possible improvements and opportunities for service development.

Information you might need to provide

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details.
  • The nature of the complaint.
  • Details of any steps you have already taken to resolve the compliant.
  • Details of conversations you may have had with us that may be relevant to your complaint.
  • Copies of any documentation which supports your complaint.

Recording complaints

As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint.
Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Feedback

Fappeando sis committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your
complaint at that time.
We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.
During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.
If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalisation commitment. In such circumstances upon
receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.

Complaint process

  • Acknowledgment:
    Within three business days of receiving your complaint we will acknowledge receipt of your complaint.
  • Review:
    We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • Investigation:
    Within 10 business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint.
  • Response:
    Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
  • Consequences:
    Where appropriate we amend our business practices or policies.
  • Recording:
    We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

Complaints under investigation by law enforcement officers

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalisation of their investigation.
We will assist any agency with their investigations.

Our complaint escalation process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are not satisfied with the way in which your claim has been handled or the resolution that we provide, you can send your claim to the Local Consumer Information Office (OMIC in Spain), to your Regional Consumer Administration, or through the Online Dispute Resolution platform (RLL).

Cases that do not apply to this policy

Threats or use of physical violence, verbal abuse or harassment towards Fappeando staff will result in termination of all direct contact with the complainant. Likewise, we do not handle correspondence that is abusive or contains allegations that lack substantive evidence. When this happens, we will let the complainant know that we find their language offensive, unnecessary and useless.
We will ask them to stop using that language and we will state that we will not respond.

Fappeando will involve the police in cases where the complainant is believed to have committed a crime (for example, assault on an employee or damage), when there is a threat of assault or in the event that a complainant harasses an employee.