COMPLAINTS & DISPUTE RESOLUTION POLICY

Brighter Homes Maintenance and Renovations Pty Ltd

ABN: 86538295976
Website: www.brighterhomesmaintenanceandrenovations.com.au
Email: brighterhomes.mr@gmail.com
Phone: 61461465759

1. PURPOSE
Brighter Homes Maintenance and Renovations Pty Ltd is committed to providing high-quality services and maintaining strong relationships with our clients. We recognise that occasionally issues or concerns may arise. This policy provides a clear and transparent process for lodging complaints and resolving disputes in a fair, respectful, and timely manner.

2. SCOPE
This policy applies to all clients, services, and projects undertaken by Brighter Homes Maintenance and Renovations Pty Ltd. It covers any complaints or disputes regarding service quality, workmanship, conduct, communication, pricing, or contractual matters.

3. HOW TO MAKE A COMPLAINT
Clients are encouraged to raise concerns as soon as possible so that they can be addressed promptly. Complaints can be submitted through any of the following methods:
• Email: brighterhomes.mr@gmail.com
• Phone: 61461465759
• Website: www.brighterhomesmaintenanceandrenovations.com.au
Please include relevant details such as the job address, dates, description of the issue, and any supporting information or photos.

4. COMPLAINT HANDLING PROCESS
Brighter Homes Maintenance and Renovations follows a structured process to ensure all complaints are managed fairly and efficiently:

1. Acknowledgement – We will acknowledge receipt of your complaint within 3 business days.
2. Investigation – The issue will be reviewed and investigated by our team to understand all relevant details.
3. Resolution – We will propose a resolution or action plan and communicate this to you.
4. Escalation – If the matter remains unresolved, it may be escalated to the Director for further review and final decision.

5. DISPUTE RESOLUTION
We are committed to resolving complaints through good faith communication and cooperation. If an acceptable resolution cannot be reached through our internal process, clients may escalate the matter to external bodies such as:
• Consumer Affairs Victoria – www.consumer.vic.gov.au
• Victorian Civil and Administrative Tribunal (VCAT) – www.vcat.vic.gov.au
These bodies can provide independent advice, mediation, or formal dispute resolution.

6. CONFIDENTIALITY
All complaints and disputes will be handled with sensitivity and confidentiality. Personal information will only be shared with those directly involved in resolving the issue, in accordance with our Privacy Policy.

7. CONTACT INFORMATION
For all complaints or dispute enquiries, please contact:
Brighter Homes Maintenance and Renovations Pty Ltd
Email: brighterhomes.mr@gmail.com
Phone: 61461465759
Website: www.brighterhomesmaintenanceandrenovations.com.au