Complaints, Review and Support Policy
Last updated: April 2026. Claim Done — ABN 82 307 630 720.
How to Contact Us
For all complaints, issues, or feedback, email support@claimdone.com.au with a clear description of your concern and your case reference number (if applicable).
What You Can Raise
- Service complaints — dissatisfaction with the service provided
- Document quality concerns — if a generated document contains errors or is materially unsuitable
- Technical issues — platform errors, failed payments, upload problems
- Privacy complaints — concerns about how your personal information has been handled
- Billing disputes — incorrect charges, duplicate payments, refund requests
Response Times
We aim to acknowledge all complaints within 2 business days and provide a substantive response within 5 business days. Complex matters may take longer — we will keep you informed of progress.
Document Review Requests
If you believe a generated document is materially unsuitable due to a platform error (not due to incorrect information provided by you), contact us with specific details. We will review and, where appropriate, regenerate the document at no additional cost.
Escalation
If you are not satisfied with our initial response, you may request escalation to senior management by replying to your support ticket or emailing support@claimdone.com.au with “Escalation Request” in the subject line.
Privacy Complaints
If your complaint relates to the handling of your personal information, we will handle it in accordance with our Privacy Policy. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Respectful Conduct
We are committed to resolving issues fairly and promptly. We ask that all communications remain respectful and professional. We reserve the right to limit communication where conduct is abusive, threatening, or unreasonably persistent.
Support Tickets
If you are a registered user, you can also submit and track support tickets from your dashboard.
Last updated: April 2026