Legal

Customer Complaints & Support Policy

In short

  • Contact us at the address below for help or to make a complaint.
  • We acknowledge complaints quickly, investigate them fairly and tell you the outcome.
  • If you are not satisfied, you can take the matter to an external body.

This summary helps you find your way; the full text below is what applies.

1. Getting help

  • Email: support@tradereach.net.
  • Support hours: Monday to Friday, 9am to 5pm Australian Eastern time, excluding national public holidays. We aim to reply within 2 business days.
  • Your dashboard shows the status of your phone number, texting, plan and SMS usage, which answers many questions straight away.

2. Making a complaint

You can complain about any part of the Service, our billing, how we handled your information, or how we dealt with an earlier request. Tell us what happened, when, and what you would like us to do. A complaint costs nothing and will not affect how we treat you.

3. How we handle complaints

  • We acknowledge your complaint within 2 business days.
  • We investigate it fairly, and we may ask for more information.
  • We aim to give you our response within 10 business days. If we need longer, we tell you why and when to expect it.
  • Our response explains what we found, what we will do and, if we cannot do what you asked, why not.

4. Messages received from a TradeReach number

If you received a text from a business that uses TradeReach and do not want more, reply STOP. You can also contact that business directly, or contact us at support@tradereach.net and we will make sure no further automated texts are sent to your number from that business.

5. If you are not satisfied

If our response does not resolve your complaint, you may be able to contact an external body, depending on the issue: your state or territory fair trading agency or the Australian Competition and Consumer Commission for consumer law matters; the Office of the Australian Information Commissioner for privacy matters, where the Privacy Act applies to us; or the Australian Communications and Media Authority for unsolicited commercial messages.

6. Records

We keep a record of each complaint and how it was resolved, and use complaints to improve the Service.