Complaint Handling Policy

1. Our Commitment

At InnerPiece, we take complaints seriously. We believe that every complaint is an opportunity to improve our services and the experience we provide to our users. We are committed to handling all complaints fairly, promptly, and transparently.

This policy outlines how you can make a complaint, what to expect from us, and how we will work to resolve your concern.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about our app, services, staff, or the handling of a previous complaint, where you expect or require a response or resolution. This includes concerns about:

The quality or performance of the InnerPiece app
Billing, refunds, or subscription issues
Privacy or data handling concerns
Content within the app
Customer service interactions
Any other aspect of our services

3. How to Make a Complaint

You can submit a complaint through any of the following channels:

Email: contact@innerpieceapp.com

In-app: Through the support or feedback section within the InnerPiece app (where available)

When making a complaint, please include:

Your name and preferred contact method
A clear description of the issue
When the issue occurred
What outcome you are seeking
Any relevant screenshots, transaction IDs, or supporting information

4. Our Complaint Handling Process

Step 1: Acknowledgement

We will acknowledge your complaint as soon as possible. You will receive a confirmation that your complaint has been received along with a reference number for tracking.

Step 2: Investigation

We will review your complaint thoroughly. This may involve looking into our systems, speaking with relevant team members, and gathering any additional information. If we need more details from you, we will reach out promptly.

Step 3: Resolution

We aim to resolve all complaints as promptly as possible. If we need more time due to the complexity of the issue, we will let you know. We will communicate the outcome to you clearly, including any actions we have taken or will take.

Step 4: Follow-up

After resolving your complaint, we may follow up to ensure you are satisfied with the outcome. Your feedback helps us improve our processes.

5. What to Expect From Us

When handling your complaint, we will:

Treat you with respect and courtesy
Handle your complaint promptly and fairly
Keep you informed throughout the process
Protect your privacy and handle your information in accordance with our Privacy Policy
Take reasonable steps to resolve the issue
Use your feedback to improve our services

6. Escalation

If you are not satisfied with the outcome of your complaint, you may request that it be escalated for further review. Escalation requests should be directed to contact@innerpieceapp.com with the subject line "Complaint Escalation" and your original reference number.

7. Privacy Complaints

If your complaint relates to how we handle your personal information, please refer to our Privacy Policy for details about your rights and how we manage personal data. You may also contact the Office of the Australian Information Commissioner directly if you believe we have breached the Australian Privacy Principles.

8. Recording and Learning

We maintain records of all complaints received and their outcomes. We regularly review complaint data to identify trends and areas for improvement. This helps us continuously improve the InnerPiece experience for all users.

9. Accessibility

We are committed to making our complaint process accessible to everyone. If you need assistance in making a complaint, or if you require this policy in a different format, please contact us and we will do our best to accommodate your needs.

10. Changes to This Policy

We may update this policy from time to time. If we make material changes, we will update the date at the top of this page. We encourage you to review this policy periodically.