Complaints Policy

ShaBaas Pty Ltd ACN 653 591 550 (ShaBaas)

ShaBaas is committed to striving for excellence in relation to its products and services and wants to ensure that it responds to concerns as quickly and efficiently as possible. Despite our best endeavours, we realise that complaints will occur from time to time and, to this end, we have in place comprehensive internal and external complaints resolution processes to ensure they are resolved with minimum inconvenience.

If you have a complaint about a product or service offered by ShaBaas, you may contact us via the following platforms:

• Email: [email protected]
• Phone: +61 415 112 908

To assist you in making a complaint, a Complaint Form is available here. It is not necessary for this form to be used to make a complaint.

Please provide the detail and reason for your complaint and we will endeavour to acknowledge your complaint within one business day or as soon as practicable, and will attempt to resolve the matter and respond within five business days of receipt. A final response may take up to 30 calendar days, depending on the particular circumstances of the complaint.

If we are unable to provide a final response within this period because of complex circumstances of your complaint or due to circumstances beyond our control that are causing delays, we will advise you in writing within 30 calendar days of receiving your complaint to inform you—

• the status of your complaint; and
• the reasons for the delay.