There may be times where Understandings does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences and improving our services.

Before lodging a complaint we encourage you to speak with an Understandings staff member first, in an attempt to resolve the matter without recourse to our formal procedures.

To lodge a formal complaint, please send an email to hello@understandings.com.au. Alternatively, you can use the form on our Contact Us page, or call or send a text message to 0434.659.345.

Please include in your complaint:

(i) your name and contact details;

(ii) the nature of the complaint;

(iii) details of any steps you have already taken to resolve the complaint;

(iv) details of any conversation(s) you have had with us that may be relevant to your complaint and;

(v) copies of any documentation that may be relevant.

Once we have finalised your complaint, we will advise you of any action we have taken, reasons for our actions, and options to have your complaint reviewed.

We manage complaints in a way that respects the privacy of the person making the complaint, and any person that may be involved.