Complaints – Ali Exchange
This page explains how you can make a complaint to Ali Exchange, how we manage complaints through our Internal Dispute Resolution (IDR) process, and the options available if you are not satisfied with our response.
We are committed to resolving complaints fairly, efficiently, and with respect. While we recognise your right to make a complaint, we also expect all interactions with our staff to remain respectful throughout 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:
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 are unable to issue an IDR Response within 30 calendar days due to the complexity of your complaint or other exceptional circumstances, we will notify you in writing, explain the reason for the delay, and provide information about your external dispute resolution options.
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:
- General Enquiries:info@aliexchange.com.au
- Complaints:complaints@aliexchange.com.au