Complaints procedure

Our commitment

Brightcleanscrub takes complaints seriously. If something has not met your expectations, we want to hear about it and work toward a fair resolution.

How to lodge a complaint

You may submit a complaint by:

• Email: inquiry@brightcleanscrub.world (subject line: "Complaint")
• Phone: +61 3 9462 1555 (Monday–Friday, 9:00 am–5:00 pm AEST/AEDT)
• Post: Brightcleanscrub, 9/13 Strong Ave, Thomastown VIC 3074, Australia

Please include your name, organisation (if applicable), contact details, and a clear description of the issue including relevant dates.

Our process

1. Acknowledgement — within 5 business days of receiving your complaint.
2. Assessment — we review the matter and may contact you for further information.
3. Response — we aim to provide a written outcome within 20 business days.
4. Resolution — where appropriate, we may offer remediation, a partial refund, or revised delivery in line with our Return Policy and the Australian Consumer Law.

Privacy-related complaints

If your complaint relates to how we handle personal information, we will handle it under our Privacy Policy. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Consumer law complaints

For disputes about service quality or fees, your rights under the Australian Consumer Law may apply. You can also seek guidance from Consumer Affairs Victoria at consumer.vic.gov.au or the ACCC at accc.gov.au.

Escalation

If you remain dissatisfied after our internal process, you may request escalation to a senior team member by emailing inquiry@brightcleanscrub.world with "Escalation" in the subject line.