Complaints – Ali Exchange
This page outlines how you can raise a complaint with Ali Exchange, how we manage complaints through our Internal Dispute Resolution (IDR) process, and what options are available to you if you are not satisfied with our response or handling timeframe.
We are committed to resolving complaints fairly, efficiently, and with respect. While we recognise your right to complain, we also expect respectful communication with our staff during the process.
What is a Complaint?
A complaint is defined as:
An expression of dissatisfaction made to or about us, related to our products, services, staff, or our handling of a previous complaint, where a response or resolution is explicitly or implicitly expected or legally required.
How to Make a Complaint
You can lodge a complaint with us in any of the following ways:
- Email:complaints@aliexchange.com.au
- Phone:0424 877 911
- Mail:Complaints Officer (Arif/ Jalil), Ali Exchange Pty Ltd, Shop 21, 1–5 Harrow Road, Auburn NSW 2144
When making a complaint, please provide the following:
- Your full name
- How you prefer to be contacted (e.g. email, phone)
- A description of the issue
- What outcome you are seeking
Need Help to Make a Complaint?
You may nominate someone (e.g. a friend or family member) to make the complaint on your behalf. Please let us know in writing that you authorise us to speak with your representative.
Our Complaint Handling Process
We will acknowledge your complaint promptly:
- If received verbally, we’ll acknowledge it immediately and confirm in writing within 1 business day, or as soon as practicable
- If received in writing, we’ll acknowledge it in writing within 1 business day, or as soon as practicable thereafter
We aim to resolve complaints as quickly as possible. If additional investigation is needed, we may request further details from you and will keep you updated throughout.
IDR Response
If your complaint is not resolved within 5 business days, or if you request a written response, we will issue an IDR Response within 30 calendar days of receiving your complaint. This response will:
- Summarise the issues raised and how we have addressed them
- Present our findings and relevant supporting information
- Outline your right to escalate the matter if you are not satisfied
We are not required to provide a written IDR Response if:
- The complaint is resolved to your complete satisfaction within 5 business days
- We’ve provided a clear explanation or apology and no further action can be taken
If we’re unable to issue the IDR Response within 30 days due to complexity or other circumstances, we will inform you in writing and provide contact details for an external dispute resolution service.
Escalating Your Complaint
If you are not satisfied with our response, you can escalate your complaint to:
Office of the Australian Information Commissioner (OAIC)
(For complaints related to personal information and privacy)
NSW Fair Trading
(For general service or consumer complaints)
Contact Us
If you need more information about our complaints process, reach out to:
Ali Exchange Pty Ltd- General Enquiries:info@aliexchange.com.au
- Complaints:complaints@aliexchange.com.au
- Address:Shop 21, 1–5 Harrow Road, Auburn NSW 2144
- Phone:0424 877 911