Consumer Protection & Complaints Policy

Effective Date: 15/08/2025

1. Purpose

This policy outlines Brainbeans Pty Ltd's commitment to:

• Protecting consumer rights in accordance with the Australian Consumer Law (ACL) and the Fair Trading Act 1987 (NSW)
• Providing a transparent, accessible process for students and parents/guardians to lodge complaints or concerns
• Resolving issues promptly, fairly, and in a manner that maintains trust

2. Consumer Rights Under Australian Law

Under the Australian Consumer Law, you have the right to:

  • Services provided with due care and skill
  • Services fit for the specified purpose
  • Services delivered within a reasonable time
  • Be provided with accurate information
  • Not be subjected to unfair contract terms
  • Request a remedy if consumer guarantees are not met

3. How to Lodge a Complaint

Step-by-Step Process:

  1. 1.Contact Us: Email info@brainbeans.com.au or use the contact form on our website
  2. 2.Provide Details: Include your name, contact information, account details, nature of complaint, and desired resolution
  3. 3.Acknowledgment: We will acknowledge receipt within 2 business days
  4. 4.Investigation: We will investigate and respond within 10 business days
  5. 5.Resolution: We will propose a fair resolution (refund, credit, service adjustment, or other remedy)

4. External Dispute Resolution

If you are not satisfied with our resolution, you may escalate your complaint to:

NSW Fair Trading

Website: www.fairtrading.nsw.gov.au

Phone: 13 32 20

Australian Competition and Consumer Commission (ACCC)

Website: www.accc.gov.au

Phone: 1300 302 502

Our Commitment

Brainbeans is committed to resolving all complaints fairly, promptly, and transparently. We value your feedback and use it to continuously improve our services.

Back to Home