FEEDBACK, COMPLAINTS AND DISPUTES

As a responsible retailer and NDIS Registered Provider, we seek to maintain and enhance our reputation of providing you with high quality products and customer service. We value complaints as they assist us to improve our products and customer service.

We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint or concerns as quickly as possible. 

Wonsie acknowledges and accepts the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

RECORDING COMPLAINTS
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

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.

INFORMATION YOU WILL NEED TO TELL US
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, contact details and order number refefrence
  • 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 or photos which supports your complaint

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.