How Does Oneflare Handle Complaints Against a Business?

At Oneflare, we take all complaints seriously and aim to help resolve issues fairly and transparently. If you've had a negative experience with a business you've connected with through our platform, here’s how we handle it after it has been raised:

Step 1: Direct Communication First

Upon receiving a complaint, we encourage customers and businesses to communicate directly where possible. In many cases, open discussion leads to a faster resolution.

Step 2: Oneflare Review and Follow-Up

If the issue remains unresolved:

• Our Support team will review your complaint and assess if it falls within our scope (see What Types of Complaints Can Oneflare Assist With?)
• We will reach out to the business involved for a response
• If a business doesn’t reply, a reminder will be sent
• If there’s no response within 5 days, the business account may be temporarily restricted

We aim to understand both sides of the issue and may offer guidance to help move toward resolution.

Step 3: Resolution Process

During the review, we may:

• Request further information from you or the business
• Guide both parties to help resolve the matter
• Offer suggestions or recommend next steps if the issue remains unresolved
   

Important to Know

• Oneflare cannot enforce refunds or outcomes, as we are not a party to the service agreement
• Customers may choose to seek independent legal advice if the issue persists
• All businesses are expected to comply with our Terms and Conditions. Breaches of conduct may result in account restrictions.
   

If the Complaint Can’t Be Resolved

If a resolution cannot be reached, you may wish to escalate your complaint to a state or territory consumer protection body. Oneflare will cooperate fully with any formal investigations and provide the requested information to assist.

For more information, see:
What Happens If a Dispute Cannot Be Resolved?