Complaints Policy
Overview
This policy sets out how you can make a complaint about KoalaCloth, our products, services, staff, or the way we've handled a complaint. It also explains how we handle complaints and what you can do if you're not satisfied with our response.
We'll treat you with respect and we ask that you treat our team the same way. This policy was last updated on 17 April 2026.
What Is a Complaint?
A complaint is an expression of dissatisfaction made to or about us, our products, services, staff, or the handling of a complaint — where a response or resolution is explicitly or implicitly expected, or legally required.
How to Make a Complaint
You can make a complaint to us:
- By email: info@koalacloth-au.com
- Through our website: https://koalacloth-au.com/pages/contact
When making a complaint, please let us know:
- Your name
- Your preferred communication method and how we can get in touch with you (or your representative)
- If any special assistance is required
- What outcome you're hoping for
- Your order number (if applicable) and any supporting details like photos
If You Need Help Making a Complaint
If you need help making or managing your complaint, you can ask someone else (like a relative or friend) to represent you. We'll just need your permission to speak to any representative you appoint.
How We Handle Complaints
Acknowledgement
We'll acknowledge your complaint promptly and in any event within 48 hours of receiving it. We'll generally respond using the same method you used to contact us, unless you've told us you prefer another way.
Investigation
If we can't resolve your complaint straight away, we'll investigate your concerns and may ask you for more information to help us get to the bottom of it.
Resolution
We aim to provide a resolution to your complaint within 30 days, unless the matter is complex or delayed due to circumstances beyond our control — in which case we'll write to you to explain why.
If we're unable to uphold your complaint, our response will clearly identify and address the issues you raised, set out our findings on the key facts and explain our reasoning so you understand how we reached our decision.
Requesting Updates
You're welcome to request an update on the status of your complaint at any time by contacting us at info@koalacloth-au.com.
Possible Remedies
A range of remedies may be available when resolving complaints, including:
- An apology
- An explanation of what happened
- A refund, or a waiver of a fee or charge
- A goodwill payment
- Replacement of damaged or lost items
- A change to the terms of a contract
- Ceasing an action that may cause you detriment
Escalating a Complaint
If you're not satisfied with how we've handled your complaint or the outcome we've provided, you can escalate the matter to the Australian Competition and Consumer Commission (ACCC) or your relevant state or territory consumer protection agency.
Contacting the ACCC:
- Phone: 1300 302 502
- Mail: GPO Box 3131, Canberra ACT 2601
- Online: www.accc.gov.au
