Complaints Policy
11.1 Our Commitment
Supreme AI is committed to delivering a high standard of service. When something goes wrong, we want to know about it promptly so we can acknowledge your experience, fix the problem, and prevent it from happening to others. We treat every complaint as an opportunity to improve.
This policy applies to all complaints from current and former subscribers, trial users, and members of the public who interact with Supreme AI.
11.2 What You Can Complain About
- The accuracy, currency, or completeness of compliance content, templates, or AI-generated guidance on the Platform
- The performance, availability, or functionality of the Platform or its features
- The conduct of Supreme AI staff, contractors, or AI systems
- Privacy, data handling, or information security concerns (including suspected data breaches)
- Billing, invoicing, refunds, or subscription management
- Accessibility barriers on the Platform or website
- Our compliance with the Privacy Act 1988 (Cth) or the Australian Privacy Principles
- Any other aspect of Supreme AI’s service or conduct
11.3 How to Make a Complaint
| Channel | Details |
|---|---|
| Online form | supremeai.com.au/complaints (available 24/7) |
| [email protected] | |
| Phone | 1300 [Insert Number] — ask for the Complaints Team (8:00 am – 6:00 pm AEST/AEDT, Mon–Fri) |
| In writing | Complaints Officer, Supreme AI Pty Ltd, PO Box [Insert], [Suburb] QLD [Postcode] |
| In-platform | Help icon → ‘Submit a Complaint’ (available when logged in) |
11.4 What to Include in Your Complaint
To help us resolve your complaint quickly, please tell us:
- Your name and contact details
- A description of the issue, including relevant dates, names, and any reference numbers
- What outcome you are seeking
- Any documents or evidence that support your complaint
11.5 Our Complaints Process
| Stage | What Happens and Timeframe |
|---|---|
| Acknowledgement | We will acknowledge receipt of your complaint within 2 business days, confirm your complaint reference number, and tell you who is handling it. |
| Assessment | An officer not directly involved in the matter giving rise to the complaint will be assigned to assess and investigate it. |
| Substantive response | We will provide a written response within 21 calendar days for standard complaints and within 45 calendar days for complex matters. If we need more time, we will tell you and explain why. |
| Internal review | If you are not satisfied with our response, you may request an internal review within 30 calendar days. The review will be conducted by a senior officer who was not involved in the initial assessment. |
| External escalation | If you remain unsatisfied after our internal review, you may escalate to an external body (see Section 11.6). |
11.6 External Escalation Pathways
Privacy Complaints
If your complaint relates to our handling of personal information and 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 or by calling 1300 363 992. The OAIC generally requires you to have first raised the matter with us before investigating.
Consumer Law Complaints
If your complaint relates to our services or conduct as a supplier, you may contact the Australian Competition and Consumer Commission (‘ACCC’) at accc.gov.au or your State or Territory consumer protection agency (e.g. Queensland Office of Fair Trading).
AML/CTF Regulatory Complaints
Complaints about the conduct of a reporting entity under the AML/CTF Act, as opposed to complaints about Supreme AI as a technology provider, should be directed to AUSTRAC at austrac.gov.au. Supreme AI is a technology service provider, not itself an AML/CTF regulator.
Accessibility Complaints
If your complaint relates to disability discrimination arising from inaccessibility of our website or Platform, you may also contact the Australian Human Rights Commission (‘AHRC’) at humanrights.gov.au, after first raising the matter with us.
11.7 Confidentiality and Non-Retaliation
All complaints are handled confidentially within Supreme AI. Information about your complaint will be accessible only to those involved in investigating and resolving it. We will not terminate, downgrade, penalise, or otherwise disadvantage your account because you have made a complaint in good faith. If you believe you have been retaliated against for making a complaint, please advise our Chief Executive Officer immediately at [email protected].
11.8 Complaints Register and Continuous Improvement
We maintain an internal complaints register capturing all complaints received, their nature, how they were resolved, and how long resolution took. The register is reviewed by the Chief Compliance Officer at least quarterly. Trends and systemic issues identified through the register are reported to the Board at least annually and used to drive process improvements. Aggregate, de-identified complaints data is published in our annual Trust and Transparency Report.