Oneflare addresses complaints by encouraging direct communication between customers and businesses to resolve issues quickly. If unresolved, Oneflare reviews the complaint, contacts the business, and may restrict their account if they don't respond within five days. Although Oneflare offers guidance and suggestions, it cannot enforce refunds or outcomes, as it is not part of the service agreement. Customers can seek legal advice if needed, and businesses must comply with Oneflare's Terms and Conditions. If unresolved, complaints can be escalated to consumer protection bodies, with Oneflare cooperating in investigations.
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
- Provide guidance to 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 requested information to assist.
For more information, see:
What Happens If a Dispute Cannot Be Resolved?
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