ProviderQMS · Policies and information

Complaints and Feedback Policy

Version 1.1 · Effective 12 September 2026

1 What you can raise

You can complain or provide feedback about a purchase, account access, our service, accessibility, privacy, conduct or the accuracy of our content. A good-faith complaint does not by itself lead to account suspension, cancellation or other adverse treatment.

2 Contact us

Email hq@providerqms.com.au with a description of the issue, your preferred outcome and any relevant order reference. Provide only information needed to explain the issue; do not send passwords, card numbers or unnecessary participant records.

Tell us if you need communication in a different format or another person to assist you. We make reasonable efforts to accommodate the request.

3 How we handle it

We record the issue, identify the relevant work and review the available information. We may ask proportionate questions or verify your authority where an account or another person’s information is involved. We explain our response and any proposed remedy in clear terms.

Refund enquiries receive a written answer within one business day. Privacy requests and complaints receive a response within 30 days. For other matters, we respond as soon as practicable and explain the expected next step. If investigation takes longer, we explain why and provide an update. These timeframes do not narrow a stronger promise made to you at purchase.

Reports of incorrect dates, regulatory references or document content are considered with the relevant source material. The existing 48-hour auditor-feedback fix-or-refund promise remains governed by our Refund and Cancellation Policy.

4 Review and external options

If dissatisfied, reply asking us to review the outcome and explain what remains unresolved. We reconsider the matter and provide our response. You do not need to waive a legal right or accept a confidentiality condition simply to request review.

For a consumer dispute, you may seek assistance from Consumer Affairs Victoria, your state or territory consumer affairs body or an appropriate tribunal. The ACCC accepts reports about business conduct but does not resolve individual disputes. Privacy complaints may be raised with the Office of the Australian Information Commissioner where within its jurisdiction. Spam concerns may be reported to the Australian Communications and Media Authority.

5 Records and improvement