Complaints

1. How to raise a complaint

Please contact us in the first instance at enquiries@veritrace.com.au with “Complaint” in the subject line. To help us respond quickly, please include:

• your name and preferred contact details;
• the engagement or matter your complaint relates to, if applicable;
• what happened and when; and
• the outcome you are seeking.

2. How we handle it

1. We acknowledge your complaint, ordinarily within two business days.
2. We review what happened, including any relevant records, and may contact you for further detail.
3. We respond with our findings and, where something has gone wrong, what we will do about it — ordinarily within ten business days. If a complaint is complex and needs longer, we will tell you and keep you updated.

Complaints are handled confidentially and do not affect how we deal with you on other matters.

3. Privacy complaints

If your complaint is about how we have handled personal information, please see our Privacy Policy. If we cannot resolve it, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

4. Complaints about investigator conduct

Investigators are licensed and regulated separately in each Australian state and territory. If your complaint concerns licensed investigator conduct and we cannot resolve it with you, it may be referred to the licensing authority in the relevant state or territory. We will tell you which authority applies to your matter and how to contact them.

5. If you are still not satisfied

If you are not satisfied with our response, you may seek independent advice or contact the relevant body above. Nothing on this page limits any rights you have under the Australian Consumer Law or other applicable law.

6. Contact

Veritrace — enquiries@veritrace.com.au. ABN 47 391 284 457. Investigator licence No. 530999150.