Complaints and Dispute Resolution
We want to know when something has gone wrong so we can fix it. This policy explains how to raise a complaint, what happens next, and where you can take it if you are not satisfied with our response.
This policy sets out how we operate. It does not replace the terms of a signed services agreement, which prevail where they differ.
Last updated: 3 September 2026
1. How to raise a complaint
Raise a complaint through the Support page in the Open Dock platform, or by emailing info@opendock.com.au. Include your order or account reference, a description of the issue, what you would like to happen, and any supporting documents such as photographs or correspondence.
2. Acknowledgement
We acknowledge every complaint within one business day of receiving it, and let you know who is handling it.
3. Review and response
The person handling your complaint will review your order record, any relevant supplier or freight correspondence, and inspection or delivery records, and will contact you if further information is needed. We aim to provide a substantive response within 10 business days. Where a complaint involves a supplier, freight provider or inspection agency, resolution can take longer while we obtain their response, and we will keep you updated on progress.
4. Escalation within Open Dock
If you are not satisfied with the initial response, ask for the complaint to be escalated for a second review by a more senior member of the team. State clearly that you are escalating and why the first response did not resolve the matter.
5. Your rights are not affected
Nothing in this process limits or replaces any right or remedy you have under the Australian Consumer Law or any other applicable law. You can pursue those rights at any time, whether or not you have raised a complaint with us first.
6. External dispute resolution
If a complaint cannot be resolved between us, you may raise it with an external body, including:
- The fair trading or consumer affairs body in your state or territory (for example, NSW Fair Trading, Consumer Affairs Victoria, or the equivalent body where you are located).
- The Australian Small Business and Family Enterprise Ombudsman, for disputes affecting a small business.
- The Office of the Australian Information Commissioner, for complaints about our handling of personal information (see our Privacy Policy).
7. Contact
info@opendock.com.au | Open Dock, Sydney NSW, Australia.