Complaints Policy and Procedure

It is IPEX’s policy to receive complaints and consider them as an opportunity to learn, adapt, improve and provide better service.

There may be times where IPEX does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the services we deliver.  We want to ensure that any person or organisation using IPEX services or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access to equity, fairness, accountability, and transparency.

IPEX has a structured approach to resolving complaints.

1. Send Complaint

If you are dissatisfied with a service provided by us or the way we are managing your personal data, you can lodge a complaint with us.

Please include in your complaint the following details:

  • your name and contact details;
  • the nature of the complaint;
  • details of any steps you have already taken to resolve the complaint;
  • details of conversations you may have had with us that may be relevant to your complaint and;
  • copies of any documentation which may be relevant.

Please send your complaint to info@ipex.co

If you have a dispute regarding how we handle your Personal Information and maintain your privacy, please specify this in your email to info@ipex.co so that our team can assign someone to investigate the matter further. Like all complaints, we aim to evaluate and respond to these claims in a reasonable and timely manner.

2. Evaluation

We will take note of what information you provide to us. This information will be passed on to the appropriate department of IPEX to deal with the complaint. We are committed to resolving your complaint within a timely manner.

3. Response

We will keep in touch with you during the process. Most complaints can be resolved on the spot or within days. We’ll let you know we’ve received your complaint (generally by the next business day), and let you know the name and contact details of the person who’s handling it as soon as we can.

How long will it take to get a response?

We’ll assess the information you give us, investigate the issues and work with you to find a fair solution. For both general service complaints and personal data disputes, we’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.

Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We’ll aim to provide a final response to your complaint as quickly as we can. If we’re unable to do this within 30 days, we’ll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress. If you require support during this process, please email info@ipex.co

What to do if you’re unhappy with our final response or our handling of your complaint?

If you are not satisfied with the outcome of your complaint, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA). ACFA is external to IPEX and they provide a fair and independent, free complaint resolution service for individual and small business customers who are unable to resolve their complaints directly with IPEX:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne, VIC, 3001

Privacy Complaints

If your complaint is specifically about your privacy or how we handle your Consumer Data Right (CDR data), you can also contact the Office of the Australian Information Commissioner:

Website: www.oaic.gov.au
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001