Last Modified: 1 July 2025
At Brushworks Painters Sydney, we’re committed to high standards of service. While we aim to get things right the first time, we recognise that sometimes problems arise. This policy explains how you can raise a complaint and how we’ll handle it fairly, promptly, and in line with Australian Consumer Law.
Our Commitment
We are committed to delivering quality painting services and products for our customers in Woolloomooloo, NSW 2011.
We also commit to complying with all laws, including the Competition and Consumer Act 2010 (CCA) and the Australian Consumer Law (ACL). Handling complaints openly and efficiently is an important part of that compliance.
Policy Statement
If you’re dissatisfied with our services, workmanship, products, or customer service, you have the right to make a complaint.
This Complaints Handling Policy is designed to:
- Provide a simple process for raising concerns
- Ensure every complaint is acknowledged and investigated
- Give you clear communication and a fair outcome
Definitions
To keep this policy easy to read, here’s what some terms mean:
- Complaint: An expression of dissatisfaction about our services, products, staff, or complaint handling, where a response or fix is expected.
- Complainant: The person or organisation making the complaint.
- Goods: Products and services supplied by Brushworks Painters Sydney.
- Outcome: The resolution provided to the complainant, such as a repair, replacement, refund, or explanation.
How to Make a Complaint
We want the process to be accessible and simple. You can lodge a complaint in any of the following ways:
- Phone: Call us on 0489 906 835
- Email: Send details to [email protected]
- Privacy issues: Email [email protected]
- Post: Brushworks Painters Sydney, Cathedral Street, Woolloomooloo, NSW 2011
We’ll acknowledge your complaint in writing and provide an expected timeframe for resolution. If we need more details, we’ll contact you promptly.
What to Include in Your Complaint
To help us resolve your concern efficiently, please include:
- Your name and contact details
- The nature of your complaint
- Dates, times, or reference numbers
- Supporting documents or photos
- Your preferred outcome
Acknowledgement and Consent
By making a complaint, you understand that your information may be shared within Brushworks Painters Sydney teams so we can resolve your concern.
We’ll handle your personal information in line with our Privacy Policy. If you withhold consent or don’t provide enough information, it may limit how much we can help.
Principles of Complaint Handling
We handle complaints according to these principles:
- Impartiality: We investigate without bias.
- Confidentiality: Your identity is kept private.
- Completeness: We examine all facts before deciding.
- Accessibility: You can lodge a complaint at any time, in different formats.
- Equity: All complainants are treated fairly and respectfully.
Three Levels of Complaint Handling
We use a three-tiered model to make sure complaints are resolved at the right level.
Level 1: Frontline Resolution
Most complaints are handled at the frontline. Our staff will attempt an early resolution through discussion and simple fixes.
Level 2: Internal Review
If the matter is complex or you’re unhappy with the frontline response, it will be escalated. Options here include:
- Internal assessment: We review seriousness, desired outcome, and available options.
- Facilitated resolution: A manager may mediate between you and staff to find a fair solution.
- Internal investigation: For serious matters, a manager or external advisor may investigate.
- Internal review: A senior staff member may overturn previous decisions and apply new remedies.
Level 3: External Review
If you’re not satisfied with our resolution, you may escalate your complaint externally to:
- NSW Fair Trading or the ACCC for consumer issues
- The relevant Court or Tribunal in your State or Territory
Complaints Register
All complaints and outcomes are recorded in our internal register. We use this data to track patterns, reduce repeat issues, and improve our services.
Keeping You Informed
We’ll acknowledge your complaint quickly and keep you updated throughout the process.
- We aim to provide an outcome within 21 days
- If more time is needed, we’ll explain why and set a new deadline
- All complaints will be finalised within 45 days
No Cost
There’s no cost to you for lodging a complaint with us.
Unreasonable Conduct
We treat all customers with respect and expect the same in return.
Unreasonable conduct includes:
- Verbal abuse towards staff
- Excessive or repetitive demands
- Refusal to cooperate with the process
We may restrict contact in extreme cases but will still work to resolve valid concerns.
Review of Policy
This policy is reviewed regularly to ensure it meets current laws and customer expectations.
- Version: 1.0
- Last Updated: 1 July 2025
Quick Reference Table
| Step | Action | Target timeframe |
|---|---|---|
| Lodgement | Complaint received via phone, email, or post | Day 0 |
| Acknowledgement | Confirmation sent to complainant | Within 1 business day |
| Assessment | Initial review and assignment | 1–2 business days |
| Investigation | Gather facts, inspect if needed | 2–14 business days |
| Outcome | Final response provided | Within 21 business days |
| Extended resolution | Complex matters requiring more time | Within 45 business days |
Contact Us
Brushworks Painters Sydney
Cathedral Street, Woolloomooloo, NSW 2011
Phone: 0489 906 835
Email: [email protected]
Privacy Officer: [email protected]
Final Note
We want every customer to be satisfied. If you’re not happy, we’ll listen, act fairly, and resolve the issue wherever possible. If we fall short, this policy gives you a clear path to have your concern reviewed internally or externally.