Complaint Policy

The Hamper Boutique Co
ABN 76 693 489 702
https://www.thehamperboutique.com.au

1. Introduction
   1. This Complaint Policy ("Policy") is issued by The Hamper Boutique Co ("we" "us" "our" or "the Company") and outlines our process for managing complaints related to our products, services, website, delivery, or customer experience.
   2. We are committed to handling complaints professionally, fairly, and promptly in accordance with our obligations under the Australian Consumer Law and our company values.
2. What is a Complaint?
   1. A complaint is any expression of dissatisfaction made to us about our products, services, website, delivery, staff, policies or business practices, where the customer seeks a response or resolution.
   2. A complaint may relate to issues including product quality, delivery or fulfilment, customer service, billing, communications, or any concern about whether goods or services supplied by us have complied with the Australian Consumer Law. General feedback, suggestions or reviews will be treated as complaints where the customer requests a response or where the content reasonably indicates that a response or remedy is sought. Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
   3. General feedback, suggestions, or reviews are not considered formal complaints unless you explicitly request that it be treated as such.
3. How to Lodge a Complaint
   1. You may lodge a complaint by email to info@thehamperboutique.com.au or by any other contact channel we make available from time to time. We may ask you to confirm the complaint in writing where this is reasonably necessary to investigate or resolve it.
   2. To help us assess the complaint efficiently, please provide your full name, contact details, order number if applicable, a clear description of the issue, and any supporting material you wish to rely on.
   3. A complaint will not be refused only because it was first raised through another reasonable contact channel, including social media, provided we can identify the customer and the issue sufficiently to respond.
   4. Please provide any information reasonably necessary for us to identify your order and assess the issue, which may include your order number, a description of the problem, and proof of purchase or other supporting material.
   5. Where a customer seeks a repair, replacement or refund, we may ask for proof of purchase or other information reasonably demonstrating that the goods or services were supplied by us. We will only request information that is reasonably necessary to assess and resolve the complaint.
4. Acknowledgement of Complaints
   1. We will use reasonable endeavours to acknowledge receipt of your complaint within 2 business days. Where practicable, we will provide a case reference number or otherwise confirm how the complaint will be tracked internally.
   2. Acknowledgement does not constitute an admission of liability or agreement with the complaint - it simply confirms that your complaint has been received and will be reviewed.
5. Complaint Assessment and Resolution
   1. We aim to resolve most complaints within 5 to 10 business days after receiving sufficient information to assess the complaint. If the matter is complex or requires further investigation, third-party information, or product assessment, we will notify you as soon as reasonably practicable, explain the reason for the delay, and provide an updated timeframe for our next substantive response.
   2. We may request further clarification, evidence, or action from you to assist in assessing your complaint.
   3. Where a complaint is substantiated, we will provide a remedy that is consistent with your rights under the Australian Consumer Law. Where a major failure has occurred and the Australian Consumer Law gives the customer the right to choose between a refund or replacement, we will honour that right. Where the Australian Consumer Law allows us to choose the remedy, we may elect to provide repair, replacement or refund as permitted by law.
   4. In appropriate circumstances, and in addition to any ACL remedy, we may also offer a partial refund, store credit, discount, apology or other goodwill gesture, but only where this does not limit or replace any non-excludable consumer guarantee right or remedy.
   5. If your complaint is not upheld, we will provide a clear explanation.
6. Escalation
   1. If you are not satisfied with the outcome of your complaint, you may escalate the matter by replying to our resolution email with a request for internal review. A senior staff member will review your case independently and respond within a further 5 business days.
   2. If you are not satisfied after our internal review, you may seek further information or assistance from the consumer protection agency in your State or Territory, including Consumer Affairs Victoria for Victorian consumers.
   3. The ACCC provides information about consumer rights and may receive reports about business conduct, but it does not resolve individual consumer disputes.
   4. Where appropriate, you may also consider a tribunal or court of competent jurisdiction.
7. Frivolous, Abusive or Repetitive Complaints
   1. We may limit or decline further substantive responses to a complaint where: (a) the complaint has already been fully considered and responded to, and no material new information has been provided; or (b) communications contain abusive, threatening or harassing language.
   2. We may take reasonable steps to manage communications where a person persistently uses the complaint process in a manner that is abusive, threatening, harassing or unnecessarily excessive. Any communication restriction will be proportionate to the conduct, will be limited to what is reasonably necessary to protect staff and business operations, and will not prevent the person from making or pursuing a legitimate complaint or exercising any right under the Australian Consumer Law.
8. Record Keeping
   1. We keep internal records of complaints and outcomes for quality assurance, training, and compliance purposes for at least 36 months, and longer where reasonably necessary for legal, accounting, or operational purposes.
9. Changes to This Policy
   1. We may update this Policy from time to time. Any updated version will be published on our website and will apply from the date of publication, unless a later date is stated. Any update will not retrospectively reduce or remove rights or remedies that accrued before the update, including any rights under the Australian Consumer Law. Your statutory rights are not affected by changes to this Policy.
10. Australian Consumer Law and Non-Excludable Rights
    1. Nothing in this Policy excludes, restricts or modifies any right, remedy, guarantee or other protection you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified. This Policy is intended to operate alongside those rights and remedies.
11. Contact Us
    1. To lodge a complaint or request further information about this Policy, please contact info@thehamperboutique.com.au