Complaints Policy

Notify us of the complaint

At Noddle, client complaints are an absolute priority for us to understand, acknowledge and respond to in a timely and efficient manner.

The process starts with you telling us what the problem is. You can either email us using the contact details below or complete the complaint notification form below. The more information you can provide the better.

We aim to acknowledge any complaint within 48 hours, and once we have the necessary information and background, we aim to deliver an immediate resolution. Our internal escalation processes means that we will have the right person dealing with the matter depending on the circumstances and nature of the complaint.

Complete complaint documentation

Any complaint that cannot be resolved satisfactorily within 48 hours will be documented in our complaints register. If we need more information, regarding the nature and context of your complaint, we will make contact, and ask that you provide any additional information to assist in our investigation.

Any information that is gathered orally will be recorded on the complaints form, and any calls with clients are recorded as a matter of standard procedure at Noddle.

Notification

Any complaint will be acknowledged formally by email, and we will advise you of the process that the complaint will follow, so you are aware of how your complaint is being handled, and the steps we are taking to resolve the matter and communicate with you along the way.

Investigation

At Noddle our Complaints Officer, holds primary responsibility for your complaints investigation and may be contacted via the following contact details:

Name: Complaints Officer

Email: hello@noddle.com.au

Phone: 1300 574 719

Outcome

Our internal processes and escalation procedures are designed so that all complaints reach a determination which will be communicated with you as to our resolution on the matter within 14 days of the complaint being received.

Referral to our External Dispute Resolution Scheme

If you are not satisfied with the resolution proposed by us you have a number of options that we outline below.

If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of the Australian Financial Complaints Authority (“AFCA”), one of the schemes approved by ASIC.

The contact details for AFCA are as follows:

Australian Financial Complaints Authority

Phone: 1800 931 678

Email: info@afca.org.au

Hours: 9:00am–5:00pm AEST/AEDT weekdays

If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.

The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:

Privacy Commissioner

Phone: 1300 363 992

Fax: 02 9284 9666

Mail: GPO Box 5218, Sydney NSW 2001

Email: enquiries@oaic.gov.au

Website: www.privacy.gov.au

Except for certain circumstances when you request documents from us, there is no charge to you to register a complaint. The services of AFCA and the Privacy Commissioner are without charge to our customers.

Complaint Notification

Contact Us

Call UsCall Us during office hours. 1300 574 719

Write to UsWrite to Us. If you need to write to us, our mailing address is below:

Noddle, Level 1, 349 Coronation Drive, Milton QLD 4064