Complaints and Feedback Policy

What can be raised

• Membership, checkout, billing, cancellation or refund concerns.
• Account access, security or suspected unauthorised activity.
• Privacy, direct-marketing or data-handling concerns.
• Accessibility barriers.
• Clinical-content errors, outdated sources or unsafe wording.
• Hospital-pack status, attribution or intellectual-property concerns.
• Conduct of support, contributors or organisational users.

How to complain

Email maxillarvundi@gmail.com or use the Contact page. Identify the relevant account, page, invoice or resource; describe what happened, when, the impact and the outcome sought. Do not submit patient information.

Anonymous feedback can be considered, but the ability to investigate or respond may be limited.

Response process

We aim to acknowledge a complaint within five business days. We assess urgency, conflicts, evidence and the appropriate reviewer. Safety, privacy, security and inability-to-access issues are prioritised.

We aim to provide an outcome or progress update within 30 days. Complex matters may require more time; if so, the complainant will be told why and what happens next.

Fairness and privacy

Complaints are handled respectfully and only shared with people reasonably needed to investigate or resolve them. A person whose conduct is criticised may be given a fair opportunity to respond, subject to safety and confidentiality.

Possible outcomes

• Explanation, correction, apology or support assistance.
• Restoration, resupply, credit or refund where appropriate.
• Content correction, relabelling, review or withdrawal.
• Security, privacy or accessibility remediation.
• Account warning, restriction or termination.
• Referral to a payment provider, regulator, professional adviser or relevant authority.

Escalation

If dissatisfied, request an internal review and explain the unresolved issue. External rights may include contacting the ACCC or state consumer agency, the OAIC for eligible privacy complaints, ACMA for spam concerns, a payment provider or another competent regulator.

No clinical emergency channel

Floor Notes complaints and support are not monitored as clinical escalation. Immediate patient-care concerns must use the hospital’s emergency and governance pathways.