policy
our approach
At Learning That Fits, we aim to resolve concerns in a way that is fair, supportive and timely.
We welcome feedback and complaints as an opportunity to improve our resources and service.
What You Can Raise a Complaint About
You can contact us if you have concerns about:
- access to your purchased resources
- the quality or accuracy of a resource
- billing or purchase issues
- communication or customer service
- privacy or handling of your personal information
How to Make a Complaint
You can submit a complaint by email:
- Please include:
- your name
- your order details (if relevant)
- a clear description of the issue
- any supporting information (e.g. screenshots)
What Happens Next
- Step 1: Acknowledgement
- We will acknowledge your complaint within 2 business days.
- Step 2: Review
- We will review the issue and may:
- request more information
- investigate access or technical issues
- review the resource or concern raised
- Step 3: Outcome
- We aim to provide a response within 5–10 business days.
- Depending on the issue, we may:
- fix or update the resource
- restore or adjust access
- provide a refund or replacement (in line with our Refund Policy and Australian Consumer Law)
- explain our decision clearly
If You’re Not Satisfied
If you’re not satisfied with the outcome, you can request that your complaint be reviewed again.
We will take a second look and provide a final response.
Privacy Complaints
If your complaint relates to how your personal information has been handled, we will:
- investigate the issue carefully
- respond within a reasonable timeframe
- work with you to resolve the concern
- If you are not satisfied, you may contact Consumer Affairs Victoria or the Office of the Australian Information Commissioner (OAIC) for further guidance or to make a complaint.
Fair and Respectful Communication
We are committed to respectful communication and ask the same in return.
We may pause or limit communication if interactions become abusive or inappropriate.
Continuous Improvement
We review complaints to:
- improve our resources
- improve access and delivery systems
- strengthen customer experience