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Customer Complaints Policy

Purpose

At RideCraft Motorcycle Training, we take pride in offering top-quality rider training and related services. We’re dedicated to listening to your feedback, addressing your concerns, and resolving any issues you may encounter as quickly and fairly as possible.

This policy outlines how both our customers and team members should handle complaints. Our aim is to manage all concerns with consistency, fairness, and transparency.

How to Make a Complaint

If you’re not satisfied with any aspect of our service, we encourage you to first raise the issue directly with the person involved—whether it's an instructor, bookings officer, or another team member. If you’re not comfortable doing so or feel your concerns haven’t been addressed, you’re welcome to lodge a complaint via:

What Information to Include

To help us understand and resolve your issue promptly, please provide the following details:

  • Your full name and contact information

  • The name of the staff member involved (if applicable)

  • A clear description of your complaint

  • Any steps you've already taken to resolve the issue

  • Relevant conversations or interactions

  • Any supporting documents or evidence

We may contact you for further clarification or additional details if needed.

How We Record and Use Complaints

All complaints are documented carefully, including the nature of the issue, relevant timelines, actions taken, and outcomes. This helps us ensure accountability and track trends for continuous improvement.

Your personal details will be recorded only for the purpose of resolving your complaint and will remain confidential unless you give explicit consent to share them.

Keeping You Informed

While we aim to resolve most concerns immediately, some matters may require a more formal process. You’ll receive an acknowledgment of your complaint within five business days, and we’ll keep you updated throughout the process.

Our goal is to resolve complaints within 15 business days. If more time is needed, we’ll let you know why and provide an estimated resolution date.

Once your complaint is resolved, we’ll communicate the outcome to you in writing (unless we’ve agreed on another format) and outline any changes we’ve made to our processes or policies, if applicable.

Complaints About Our Staff

Complaints about employees are handled with strict confidentiality and fairness. We ensure a balanced approach by:

  • Informing the staff member involved

  • Allowing them to share their perspective

  • Providing them with support

  • Keeping them informed about the outcome of the investigation

Complaints Involving External Investigations

If your complaint is being reviewed by a consumer protection body or law enforcement agency, we may pause our investigation until theirs is complete. We’re happy to cooperate fully with any external inquiries.

Escalation Process

If your complaint isn’t resolved to your satisfaction at first contact, we will investigate further and share our findings with you. Should you remain dissatisfied with our decision, we’ll guide you on how to escalate the matter to the appropriate consumer protection authority.

Your Rights

At any stage, you have the right to take your concerns directly to your local consumer protection agency in accordance with Australian Consumer Law.

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