A clear route to a fair review.
Raise the issue
Tell us the project or enquiry reference, the issue, relevant dates and the outcome you seek. Use the portal for confidential project records or Contact Us for a general concern. A complaint does not require legal wording to be considered.
Initial review
We identify the relevant engagement, preserve the records and ask for clarification where needed. We aim to give a meaningful response within a timeframe appropriate to the issue and explain dependencies where investigation takes longer. No fixed response time is promised unless agreed in writing.
Proposed resolution
We explain our findings, any corrective action and the reasons for the proposed outcome. If scope, warranty coverage or payment entries are disputed, the relevant written records are reviewed. We do not treat a request for review as acceptance of additional charges.
Escalation
If the initial response does not resolve the matter, request a further review and state which points remain open. Where appropriate, the parties may agree mediation or another suitable process. Urgent legal remedies are not restricted by this procedure.
Statutory rights
Nothing here removes non-excludable consumer rights or prevents a complaint to an appropriate regulator, tribunal or court. Relevant rights and procedures depend on the applicable jurisdiction and circumstances.
Learning from concerns
We may use de-identified themes to improve templates, checking and service processes. Complaint records remain subject to the applicable privacy and retention arrangements. We do not publish a complainant’s project information as a case study.
For enquiries about this page, email info@cdx.net.au.