Complaints

We’re sorry you didn’t get the service you had expected from Monoova. Everyone has the right to make a complaint if they didn't get the service they expected.

How do I make a complaint?

You agree that the Australian Law will govern these Website terms and the Website and products and services provided via the Website. Any dispute arising out of the Website will be subject to the exclusive jurisdiction and venue of the federal and state courts within Australia. The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot or by email.

You can make a complaint to us in any of the following ways:

When making your complaint please tell us:

  • your name
  • your contact details
  • what your complaint is about – it's helpful if you could provide as much detail as possible
  • what you are seeking to resolve your complaint

‍

What happens after I make a complaint?

We will acknowledge receipt of your complaint within one business day and will try to resolve it as quickly as possible.

We will provide you with our written reasons for the outcome of your complaint within 20 business days after receiving your complaint. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time and why.

‍

What if I’m not happy with the response?

If you are not satisfied with our response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).

You can contact AFCA using the following details quoting our AFCA membership number (#29468):

‍

‍

‍

‍