Our goal is to provide customers with a service that's fair, transparent, and satisfactory.
We will uphold this commitment in all of our communication with you and in all our business activities as per our Terms and Conditions. If this is not the case, we commit to rectifying the situation as fit.
The Company commits to collaborating with all the relevant law enforcement and/or government authorities.
Not satisfied with the support received? Escalate your concerns as a formal complaint.
We are sorry that we have not met your expectations. We take all complaints seriously, and we are committed to solving customer complaints. This gives us an opportunity to review and improve our products and services.
You may make a complaint to us through any of the following communication channels:
Online form | Use the online complaints form available on our website at www.aspireapp.com/complaints |
In-app chat | Log in to the Aspire platform to send us a message via our in-app chat. |
Attention: Complaints Manager, AFT AU Pty Ltd ABN 64 670 972 997, Level 5, 10 Shelley Street, Sydney NSW 2000 | |
Phone | +61 (02) 5563 0831 |
Information you should give us:
your full name and the name of your business;
your contact details (for example, your email address and mobile phone number);
that you are making a complaint and what your complaint is about;
the date(s) on which the relevant issue(s) occurred;
the outcome you are seeking; and
any relevant documentation or evidence that supports your complaint.
Please ensure you include the key details of your complaint(s). Complaint(s) will be investigated based on the exact scope of your complaint. Any further questions will be considered a new complaint.
If you wish to include any form of media content, such as images and video, please share them with us after we have reached out to you via email.
After submitting your complaint, we will:
Acknowledge your complaint within 1 business day
Ask you for more information if applicable
Investigate your complaint
Provide you with our final response
We will provide you with a final response within 30 calendar days following the day that we received your complaint. We will keep you updated during the investigation process. In exceptional circumstances where we take longer than 30 calendar days, we will notify you of this and provide the reasons for the delay in addition to when we expect to resolve your complaint.
Our final response concludes the outcome of your complaint and the actions we have taken. Please refer to this page to learn more about our Complaints Policy.