How Oneflare handles complaints against a business

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At Oneflare, we aim to introduce customers with professional businesses eager to respond, quote and complete the job as requested.  We want the experience of both the customer and the business to be rewarding and positive. 

However, we recognise that this is not always the case and although Oneflare plays no role in the method of selection by the customer and accepts no liability for the business invoices, costs and job outcomes, we consider the dispute to be of high priority and are happy working towards a desired resolution between both parties. 

When a complaint against a business or a customer is received, Oneflare will take note of the complaint and encourage direct communication between the customer and the business if this has not been done already.

If the issue is not able to be resolved privately or if the business is not responding to the customer, Oneflare will seek to speak to both the customer and the business regarding the issue.  To fully understand the complaint, Oneflare Support Advisors will listen to both perspectives and take detailed notes.

If a business does not respond to Oneflare communications, an email is sent requesting a response.  However, if the business does not get back in touch within 72 hours, Oneflare will temporarily restrict the account and inform the business. 

Oneflare is not a legal authority so cannot demand a resolution or a refund from the business.  If the issue is not resolved, the customer may choose to seek legal advice from Fair Trading or the appropriate Government body in their state. 

The terms and conditions on Oneflare clearly outline a specific code of conduct for all users, and Oneflare may terminate access to the Site at any time without giving any explanation or justification for the termination of access, and Oneflare has no liability for any costs, losses or damages of any kind arising as a consequence of terminating access to the Site.

For more information, please contact us on 1300 138 827 or via support@oneflare.com.au.

 

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