Complaints Policy

Complaints Policy

“Imagine That” prides itself on providing world class services and producing excellent quality products. At all times we aim to exceed our customers’ expectations however we do understand that from time to time there may be issues that need resolving. It is always our goal to work with our customers is a positive and collaborative manner to ensure a positive experience for all.

 

Should you have an issue that needs resolving, we ask that you follow these steps:

1. Lodge your complaint with us in writing by either.

 

* Email – [email protected]

* Post – PO Box 3089 Helensvale TC, Helensvale, QLD, 4212

* If you are unable to make your complaint in writing then a verbal complaint can be lodged through our customer care department via the telephone if this is the only means available. Our customer care team can be contacted from 8.30 am – 5.00 pm Australian Eastern Standard Time.

 

2. Once your issue is logged we guarantee to begin investigating your claim immediately.

 

3. All resolutions and any compensation is signed off by the owners of the company to ensure we maintain high levels of customer service

 

4. A commitment is made by the company to address the cause of the issue, with the aim of not having a repeat of such instance in the future.

 

We thank you for taking the time to give us your feedback and assure you that “Imagine That Photography” is a customer focused organisation.