Complaints Handling Policy

She'll Mow It Pty Ltd

Effective Date: 1st February 2025
Review Date: 1st February 2026
ABN: 86 683 853 652
Contact: 1800 403 311, shemowit@yahoo.com, shemowit.com

1. Purpose

  • The purpose of this Complaints Handling Policy is to provide a fair, transparent, and timely process for managing customer complaints at She’ll Mow It Pty Ltd. We are committed to delivering high-quality lawn care and garden maintenance services, and value customer feedback, positive or negative as an opportunity to improve.

    2. Scope

  • This policy applies to all complaints received from clients or members of the public about the services provided by She’ll Mow It Pty Ltd or the conduct of its employees, contractors, or representatives.

    3. What is a Complaint?

  • A complaint is defined as an expression of dissatisfaction made to She'll Mow It Pty Ltd, related to our services, employees, or the complaints handling process itself, where a response or resolution is expected.

    4. Guiding Principles

  • Accessibility: Our complaints process is easy to understand and accessible to all.

  • Transparency: We will keep complainants informed of the progress and outcome.

  • Fairness: Each complaint will be handled impartially and in good faith.

  • Confidentiality: Personal information will be kept confidential in accordance with our Privacy Policy.

  • Responsiveness: Complaints will be acknowledged promptly and resolved in a timely manner.

    5. How to Make a Complaint

  • Complaints can be made via any of the following methods:

  • Phone: 1800 403 311

  • Email: shemowit@yahoo.com

  • Web Site: shemowit.com

  • In person: Please call ahead to arrange a meeting.

  • When making a complaint, please provide:

  • Your name and contact details

  • A description of your complaint

  • Relevant dates, times, and locations

  • Any supporting documents (e.g. receipts, photos)

  • The outcome you’re seeking (if any)

    6. Complaint Handling Procedure

  • Acknowledgement:
    We aim to acknowledge all complaints within 2 business days of receipt.

  • Assessment and Investigation:

    • A designated team member will assess the complaint.

    • Further information may be requested.

    • Complaints will be investigated fairly and objectively.

  • Resolution:

    • We aim to resolve complaints within 10 business days.

    • If more time is required, the complainant will be informed.

  • Outcome:

    • The outcome will be communicated via the preferred contact method.

    • If the complaint is upheld, appropriate corrective action will be taken.

      7. If You Are Not Satisfied

  • If you are not satisfied with the outcome of your complaint, you may request an internal review by senior management. If you are still not satisfied, you may escalate your complaint to an external body, such as:

  • SA Fair Trading: www.fairtrading.sa.gov.au

  • ACCC: www.accc.gov.au

  • Consumer Affairs (your state/territory)

    8. Continuous Improvement

  • We treat all complaints as an opportunity to learn and improve our services. Complaints data will be reviewed periodically to identify trends and areas for improvement.

    9. Policy Review

  • This policy will be reviewed every 12 months or as required due to changes in legislation or operational procedures.

    10. Contact Us

    She'll Mow It Pty Ltd
    Phone: 1800 403 311
    Email: shemowit@yahoo.com
    Website: shemowit.com