Complaints & Feedback Policy

Client Feedback & Complaint Resolution Policy

This document outlines:

• Our dedication to resolving your concerns and our appreciation for your feedback.
• The clear pathways for you to provide feedback or lodge a complaint regarding our services or conduct.
• The structured process we employ to manage your concerns with fairness and efficiency.
• The options available to you if you are not satisfied with our proposed resolution.
• How we leverage your valuable feedback to drive continuous improvement.

1. Our Unwavering Commitment

At SEO Excellence, we are fundamentally committed to delivering superior digital marketing solutions and an exceptional client experience. We consider all feedback, including complaints, to be invaluable opportunities for us to refine our services, enhance our processes, and strengthen our client partnerships.

We promise to manage all feedback and complaints:

• With Fairness: Your concerns will be treated with complete impartiality and objectivity.
• With Efficiency: We will work diligently to resolve any issues as promptly as possible.
• With Respect: We will listen attentively to your perspective and treat you with courtesy at all times.
• With Transparency: We will ensure you are kept informed throughout the process and will provide clear reasons for our decisions.

This policy provides a clear framework for how we handle all client feedback and formal complaints.

2. Distinguishing Between Feedback and a Complaint

• Feedback: This encompasses any suggestions, compliments, or general observations about our services, team, or internal processes. We warmly welcome all forms of feedback.
• A Complaint: This is defined as any expression of dissatisfaction directed to or about our company, relating to our services, team members, or our complaint handling process itself, where a resolution or response is reasonably expected or legally required.

3. How to Lodge Feedback or Make a Complaint

You can submit your feedback or make a formal complaint through any of the following official channels:

• Email: info@seoexcellence.com
  • Please include "Feedback" or "Complaint" in your subject line to ensure it is routed correctly.
• Post:
  • Complaints & Feedback
  • SEO Excellence
  • Level 4, 260 Queen Street, Brisbane City
• Phone: 1300 402 000
  • If you make a complaint via phone, please be aware that we may request you to summarise the details in writing. This ensures we have an accurate record of your concerns to act upon.

To assist us in addressing your concerns swiftly and effectively, please provide the following information:

• Your full name and preferred method of contact (email, phone).
• The name of your business, if relevant.
• A clear and concise description of your feedback or complaint, including any relevant dates, times, and the specific services involved.
• The names of any SEO Excellence team members you have engaged with regarding the matter.
• Any relevant supporting documents (e.g., email chains, screenshots, project notes).
• The resolution or outcome you are seeking (if applicable).

4. Our Complaint Resolution Process

We are dedicated to resolving your complaint in a manner that is both timely and fair.

• Acknowledgement:
  • We will formally acknowledge receipt of your complaint, typically via email, within two (2) business days. This acknowledgement will include a reference number for your case and the contact details of the person assigned to it.
• Assessment and Investigation:
  • We will carefully review the information you have provided and may reach out if further clarification is needed.
  • Your complaint will be thoroughly investigated by an appropriate senior team member, who will be responsible for gathering all relevant facts and context.
• Response and Resolution:
  • Our goal is to provide you with a formal written response and a proposed resolution within ten (10) business days of our initial acknowledgement.
  • If the issue is particularly complex and requires a more extensive investigation, we will notify you of the delay, explain the reasons, and provide an updated timeframe for our response (which will generally not exceed 30 business days from your initial complaint).
  • Our final response will detail the findings of our investigation and outline any actions we have taken or propose to take to resolve the matter.
• Confidentiality:
  • Your complaint and personal information will be handled with the utmost confidentiality, in strict accordance with our Privacy Policy. Your details will only be shared with team members directly involved in investigating and resolving your complaint.

5. If You Are Unsatisfied with Our Resolution

If you are not satisfied with our initial response or the resolution we have proposed, you have the right to request an internal review.

• Internal Review: Please inform the person who handled your complaint, or email info@seoexcellence.com, clearly stating your request for a senior manager to review your complaint. We aim to complete this review and provide a final response within ten (10) business days.
• External Resolution Options: If you remain unsatisfied after the internal review, or feel your complaint has not been adequately addressed, you may wish to seek guidance from an external body. Depending on the nature of your complaint, these may include:
  • Queensland Office of Fair Trading: For general consumer issues related to goods or services.
  • Office of the Australian Information Commissioner (OAIC): If your complaint pertains to a potential breach of your privacy under the Privacy Act 1988 (Cth).
  • Other relevant industry ombudsman schemes where applicable.

6. Using Your Feedback for Continuous Improvement

All feedback and complaints are logged and analysed to help us identify trends and opportunities for improvement across our services, processes, and client communications. We are committed to learning from your experiences to elevate the quality of service we provide to all our clients.

7. Policy Updates

We may revise this Complaints & Feedback Policy periodically. Any amendments will become effective immediately upon the posting of the updated policy on our website. The "Last Updated" date at the top of this policy will always reflect the most recent version.

8. Contact Us

For any enquiries about this policy, or to provide your valuable feedback or make a complaint, please don't hesitate to contact us.

• Email: info@seoexcellence.com
• Address: Level 4, 260 Queen Street, Brisbane City
• Phone: 1300 402 000