Dispute Resolution Policy

Happy Hockers would like to resolve any complaints or disputes in a fair and prompt manner and is committed to doing so.

Please let us know any concerns you may have promptly because Happy Hockers is always striving to learn how to serve you better and continually improve our customer service. 

Often complaints are misunderstandings that can be easily resolved during a telephone call.

If you feel the issue is not being resolved satisfactorily you can: 

Email the Complaints Contact Person at info@happyhockers.com.au 

If you have chosen to email us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint.

The Complaints Contact Person will help you with handling the complaint and will advise if any further information is needed. 

The Complaints Contact Person will liaise with managers and staff at Happy Hockers to find answers for you and if appropriate determine a fair outcome. 

You will be informed of the decision and the reasons for that decision. 

If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited. 

Unless there are exceptional circumstances, we will in all instances respond to your complaint within 30 days of receipt of the initial complaint. is this to long?

If we are unable to resolve the complaint within 30 days from the initial complaint we will: 

-inform you of the reasons for the delay 

-specify a date when a decision can be reasonably expected; 

and -notify you of your right to contact NSW Fair Trading 

All complaints will be processed at no charge to you.

NSW Fair Trading may be contacted as follows: 

13 32 20 (8.30am to 5pm Mon-Fri) 

W: www.fairtrading.nsw.gov.au