Complaints

FSoft's Commitment To Customer Satisfaction

FSoft endeavours to satisfy customer’s needs and requests

However, we recognise there are circumstances where our service may fall below standards or not live up to customer expectations. Where these circumstances occur, we take customer complaints seriously and aim to resolve these issues promptly, so we can continue a mutually beneficial relationship.

Complaints

We take every step possible to resolve your complaint

FSoft adopts the definition of a complaint as described in AS ISO 10002-2006; An expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Making A Complaint

You can make a complaint by contacting us at:

admin@fsoft.net.au

FSoft aims to acknowledge the complaint immediately by email and where possible, the complaint will not be handled by the staff involved in the subject matter. Where the complaint is made on a non-business day FSoft aims to acknowledge receipt on the next business day.

Resolving The Complaint

FSoft aims to resolve all complaints within 5 business days. Where the complaint cannot be resolved within 5 business days, FSoft will provide a Final Written Response within 45 calendar days from the date when the complaint was received. If we are unable to provide a Final Written Response within 45 days, we will notify you of the reason for the delay.

External Dispute Resolution Scheme

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:

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