1. Our commitment
Strongaiforce (ABN 83 274 156 902) is committed to resolving customer concerns fairly and promptly. We take all complaints seriously and aim to respond within 5 business days.
2. What you can complain about
- Quality or accuracy of guide content
- Delivery of digital or printed products
- Workshop or facilitation services
- Billing, refunds, or subscription matters
- Privacy or data handling concerns
- Website accessibility issues
3. How to lodge a complaint
Please provide your name, contact details, order reference (if applicable), and a clear description of the issue.
- Email: writetous@strongaiforce.world (subject line: Complaint)
- Phone: +61 2 9554 9477 (Mon–Fri, 9 am–5 pm AEST)
- Post: Complaints Officer, Strongaiforce, 167 Kingsgrove Rd, Kingsgrove NSW 2208
4. Our process
- Acknowledgement: We confirm receipt within 2 business days.
- Assessment: A team member reviews your complaint and may contact you for further information.
- Resolution: We aim to provide a written response within 15 business days, including any proposed remedy.
- Escalation: If you are unsatisfied with our response, ask to escalate to a co-founder (Elena Marchetti or Jonah Whitfield).
5. Remedies we may offer
Depending on the nature of your complaint and your rights under the Australian Consumer Law, remedies may include replacement content, partial or full refund, re-delivery, or a complimentary workshop credit.
6. External dispute resolution
If we cannot resolve your complaint, you may contact:
- ACCC Infocentre — 1300 302 502
- NSW Fair Trading — 13 32 20
- Office of the Australian Information Commissioner (OAIC) — for privacy complaints
7. Record keeping
We retain complaint records for 3 years to help us improve our services and demonstrate compliance with Australian Consumer Law obligations.