Handle My Complaint Terms of Use Policy

Introduction

Handle My Complaint Pty Ltd (ACN 628 899 614) ("we," "us," "our") aims to save you time and hassle by making resolving complaints easier. We encourage you to read and understand these terms before using our services.

By using the services or browsing the website provided by us, you agree to the following terms and conditions, along with any policies, guidelines, or amendments that may be introduced from time to time.

Our service

Handle My Complaint is a platform that allows consumers to lodge complaints, join a class action, or register for a potential class action. While you may browse our website and create an account for free, certain services may require payment or the accumulation of points to access additional features.

We do our best to help resolve complaints, but we do not guarantee a specific outcome. The success of a complaint depends on various factors, including the response of the business involved.

User responsibility

By using our services, you agree that:

• • You use our website at your own risk. We do not guarantee the accuracy, security, or uninterrupted availability of the website.
  • We are not responsible for any loss or damage you experience in connection with our website or services.
  • You are responsible for any loss we incur due to your misuse of our website or a breach of these Terms.
  • You must provide accurate information when using our services and ensure your account details remain secure.
  • You must ensure that any submitted content does not violate laws or third-party rights.
    

Making a complaint

By submitting a complaint through our website, you agree to the following:

• • Your complaint is legitimate and made in good faith.
  • You provide accurate and complete information. Handle My Complaint may make minor edits (e.g. correcting grammar, fixing typos, and removing inappropriate language) but is not responsible for the content you submit.
  • You give Handle My Complaint permission to submit your complaint on your behalf. We may choose not to submit or may delay submission if we believe the complaint is unreasonable, lacks sufficient information or requires further investigation.
  • Handle My Complaint is an intermediary platform. We do not represent, endorse, or have any affiliation with the businesses listed on our website. Any use of business names or logos is purely for providing information about businesses and their complaint management practices.
  • Once submitted, the business is responsible for resolving your complaint. Handle My Complaint facilitates the process, follows up, and strives for the best possible outcome, but we do not guarantee a resolution and are not responsible for the final outcome.
  • Handle My Complaint strives to assist with complaint resolutions, but if additional support is needed, users must redeem the required points. Unfortunately, we cannot be responsible for unresolved complaints if the necessary points have not been used.
    

When submitting a complaint, you must not:

• • Use offensive, defamatory, discriminatory, or harassing language in your complaint.
  • Submit complaints containing violent, pornographic, or unlawful content.
  • Engage in stalking, bullying, or impersonation when communicating with businesses or our platform.
  • Use Handle My Complaint in a manner that violates traffic or safety laws.
  • Misuse our platform for fraudulent, illegal, or unauthorised purposes.
    

Account management

You are responsible for all activity conducted through your account and must not:

• • Sell, transfer, or assign your account to another person.
  • Create an account on behalf of someone else without their permission.
  • Collect, share, or misuse another user’s login credentials.
  • Copy, modify, or use Handle My Complaint’s proprietary code or content without authorisation.

Payments and points

Our service requires payment or the use of points earned through participation to activate additional features. By using these features, you agree that:

• • Some features of our service may only be available through a one-time payment, a subscription, or by redeeming points earned through participation.
  • Payments must be made using the methods specified on our website, and all transactions are subject to our refund policy.
  • Points may be earned and redeemed according to our points policy, which may be updated from time to time. Points have no cash value and cannot be exchanged for money.
  • We reserve the right to modify pricing, payment terms, or points allocation at our discretion.
    

Content, Copyright, and Intellectual Property

You are welcome to browse our articles, help pages, and any information published on our website. However, please note that:

• • The information on our website is general and should not be relied upon as advice for a specific situation.
  • While we aim to regularly update our content, some information may not always be accurate or up to date.
  • All intellectual property rights, including copyright in the Handle My Complaint website and its content, are owned or licensed by Handle My Complaint Pty Ltd or its related entities.
  • You may not sell, modify, reproduce, display, distribute, or otherwise use our content for any public or commercial purpose without our express written permission.
  • You must not copy, adapt, or reverse-engineer any code or software used to operate the Handle My Complaint website and its services.
    

User-Submitted Content

When you use Handle My Complaint to submit a complaint, fill up a form, or submit any type of content ("Content"), you retain ownership of any intellectual property rights in that Content. However, by submitting Content, you grant Handle My Complaint a non-exclusive, fully paid, royalty-free, transferable, and sublicensable worldwide license to use it, subject to our Privacy Policy. This license remains in effect even if you stop using our services.

It is your responsibility to ensure you have the necessary rights to grant us this license for any Content you submit.

We value your feedback and suggestions, but you acknowledge that we may use them without any obligation to compensate you—just as you have no obligation to provide them.

Website use and limitations

• • Our website is primarily intended for Australian users unless otherwise stated.
  • Our website provides general guidance and is not a substitute for legal advice.
  • We are not liable for damages resulting from website unavailability due to technical issues, maintenance, or other reasons.
  • To the maximum extent permitted by law, Handle My Complaint is not responsible for any direct or indirect loss arising from website use.
  • You are responsible for safeguarding your account credentials and must notify us if they are compromised.
  • We are not liable if you fail to complete an application for our services due to network or service disruptions, internet failures, or any related losses.
  • By submitting content, users agree to provide accurate information and comply with all applicable laws. They also indemnify Handle My Complaint against any claims, losses, or liabilities arising from their submissions.
  • Third-party websites linked on our site are not covered by our Terms. We are not responsible for their content or any resulting damages.

Privacy and data use

We value your privacy and understand that confidentiality is important to you. Our Privacy Policy explains how we handle your data. By using Handle My Complaint, you agree to our use of your information as outlined in our Privacy Policy.

To continue providing and improving our services, we may generate revenue from the data we collect. Any data shared with third parties is anonymised, and we do not sell personally identifiable information without your express consent.

No warranties

Handle My Complaint is provided using a commercially reasonable level of skill and care and we hope that you will enjoy using it. But there are certain things that we don’t promise about our Service. To the extent permitted by law, we exclude all warranties.

You accept that Handle My Complaint makes no guarantees as to:

• • the availability of Handle My Complaint
  • the timeliness of the delivery of messages sent via Handle My Complaint, or
  • the responsiveness of people or organisations in responding to messages sent via Handle My Complaint.
    

Your use of Handle My Complaint is at your sole risk. Other than as expressly set out in these terms or additional terms, neither Handle My Complaint nor its suppliers or distributors make any specific promises about Handle My Complaint. For example, we don’t make any commitments about the content within Handle My Complaint, the specific functions of Handle My Complaint, or its reliability, availability, or ability to meet your needs. We provide Handle My Complaint “as is” and “with all faults”.

By accessing or using the Service you represent and warrant that your activities are lawful in every jurisdiction where you access or use the Service.

Limitation of liability

You expressly understand and agree that Handle My Complaint or our partners shall not be liable to you for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if Handle My Complaint or our partners have been advised of the possibility of such damages) resulting from:

• • Inability to use the service
  • Costs incurred from obtaining substitute services
  • Unauthorised access to your data
  • Statements or actions of third parties
  • Any other issues related to the use of our service
    

Except as stated in our Privacy Policy, any content you submit is considered non-confidential, and Handle My Complaint assumes no obligation regarding its use or disclosure.

You are responsible for any data charges from using our service and for any risks associated with downloading materials from our website.

Governing law

This agreement is governed by the law of Queensland, Australia and the parties submit to the exclusive jurisdiction of the courts of Queensland, Australia.

Changes to this Terms of Use

We are always working to improve our services and may update these Terms from time to time. Any changes will be posted here, so we encourage you to review them regularly.

Termination

If you disagree with these Terms, you may stop using our services, though we’ll be sorry to see you go. If you have any concerns, please contact us at:

Email: [email protected]

Last updated: 17 February 2025