Swanned Pty Ltd seeks to maintain and enhance our reputation of providing you with high quality products including services to facilitate relationships between our members. We value complaints as they assist us to improve our products, services and customer service.
Swanned Pty Ltd is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which Swanned Pty Ltd receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
In this policy a complaint means an expression of dissatisfaction by a customer relating to Swanned’s app services.
This includes, but not limited to; technical app problems, reporting a scam, suspicious conduct, reporting abuse, reporting bullying, security breaches, payment problems and more.
If you are dissatisfied with our service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint by emailing us at firstname.lastname@example.org.
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:
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However if you consider you need further assistance please contact email@example.com.
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 in technical difficulties or by management and rectification 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.
Where a third party was involved in your services, such as a supplier listed within our date deals we may be required to speak with them to fully investigate your complaint.
Swanned Pty Ltd is 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 two (2) 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.
Within two business days of receiving your complaint we will acknowledge receipt of your complaint.
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.
Within 10 business days of receiving your complaint 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.
Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
Where appropriate we amend our business practices or policies.
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.
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by:
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.
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.
All businesses, including online dating sites like Swanned Pty Ltd, have obligations under the Competition and Consumer Act 2010. Fundamental to many of these obligations are provisions ensuring consumers are provided with upfront and transparent information upon which they can make informed decisions and are not subjected to unfair contract terms.
If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can request us to escalate your complaint to the Australian Competition and Consumer Commission (ACCC)
ACCC’s approach will be to attempt to resolve your complaint through consultation, by working with both you and us, to determine the relevant facts and establish a common ground.
If you have lost money to a scammer, or a scammer has threatened or attempted to blackmail you, report the matter to the police via the Australian Cybercrime Online reporting Network (ACORN) at www.acorn.gov.au
If you have been victim of a scammer you can report the scam to ACCC scamwatch www.scamwatch.gov.au . Read our guide for more information on how to spot scammers.
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.
You can also contact consumer affairs in your state or territory.
Tel: 13 22 81
NSW Fair Tradingwww.fairtrading.nsw.gov.au
Tel: (02) 9895 0111 or
Office of Fair Tradingwww.fairtrading.qld.gov.au
Tel: 13 74 68
Consumer and Business Serviceswww.cbs.sa.gov.au
Tel: 131 882
Consumer Affairs and Fair Tradingwww.consumer.tas.gov.au
Tel: 1300 65 44 99
Consumer Affairs Victoriawww.consumer.vic.gov.au
Tel: 1300 55 81 81
Department of Commerce - Consumer Protectionwww.commerce.wa.gov.au/ConsumerProtection
Tel: 1300 30 40 54
First contact resolution
Our staff are empowered to resolve complaints, wherever possible, at first contact.
If you are not satisfied with our first contact response, you can request us to escalate your complaint. We will then investigate your complaint and consider all the relevant circumstances and information surrounding the complaint and inform you of our findings.
If you indicate you are not satisfied with the outcome of our investigation we will (at your request) refer your complaint to ACCC for independent review. ACCC will then attempt to resolve the matter through consultation, by working with you and us to resolve your complaint.
Consumer protection Agency
If you are not satisfied with the outcome of the ACCC review,
you can refer your complaint to your relevant state or
territory consumer protection agency as listed above.
You may be interested to know about E safety.
eSafety is an independent statutory office supported by the Australian Communications and Media Authority (ACMA). eSafety can help Australians experiencing online bullying or abuse to take action or make a complaint.
Version 1.1 September 2021