Complaints Policy

1. Introduction

WP Hosting is committed to providing exceptional service. If you are dissatisfied with any aspect of our services, we encourage you to share your concerns. This Complaints Policy explains how we handle complaints, ensuring they are addressed promptly, fairly, and with transparency.

2. How to Lodge a Complaint

You can lodge a complaint through any of the following methods:

• Email: Send your complaint to support@wphosting.com.au.
• Phone: Call us at 1300 974 678 to speak with a representative.
• Post: Mail your complaint to WP Hosting Pty Ltd, PO Box 98, Kew East, VIC 3102, Australia.

When lodging a complaint, please include:

• Your name and contact details.
• Your account information (if applicable).
• A detailed description of the issue.
• Supporting documents or evidence, if available.

3. Acknowledgment and Initial Review

• We will acknowledge receipt of your complaint within five business days.
• If your concerns can be resolved without further investigation, we will provide a prompt response to address them.

4. Complaint Resolution Process

• Initial Review: Your complaint will be reviewed by a representative who may contact you for additional information.
• Resolution Timeline: We aim to resolve all complaints within 10 business days. For more complex cases, this may take up to 30 days, during which we will keep you informed of the progress and provide an estimated timeframe for resolution.
• Escalation: If you are not satisfied with the resolution, you may request to escalate the complaint to a senior manager or department head.

5. External Resolution Options

• Your local consumer affairs office: For guidance on resolving disputes and understanding your consumer rights.
• Australian Competition and Consumer Commission (ACCC): For matters related to consumer rights.

6. Confidentiality and Privacy

Your complaint and personal information will be handled in accordance with our Privacy Policy and will not be shared without your consent, except as required by law.

7. Feedback and Continuous Improvement

WP Hosting values feedback from our clients. Complaints are reviewed regularly to identify trends and improve our services.

8. Contact Information

For further assistance or to escalate your complaint, contact us at:

• Email: support@wphosting.com.au
• Phone: 1300 974 678
• Address: WP Hosting Pty Ltd, PO Box 98, Kew East, VIC 3102, Australia