1 Our Complaints Policy
1.1 At Grays, delivering exceptional client experience is at the heart of what we do. We take all complaints seriously and if you are dissatisfied with any products, services or interactions with us, we would like to hear about it. We recognise that effective complaint management improves your experience, whilst helping us understand how we can better serve your needs by improving products and services.
1.2 This Policy explains the process for lodging a complaint and what you can expect from us. It applies where you contact Grays with any expression of dissatisfaction about any products, services or interactions with us where a response or resolution is explicitly or implicitly expected or legally required. There is no cost to you in lodging a complaint with us.
1.3 We regularly review customer complaints to identify trends and areas for improvement. Your feedback helps us refine products and services. Should you wish to provide feedback on our complaints process, you can also contact us via the “How can you make a Complaint” section below.
2 Our Principles
2.1 Grays is an Australian online auction and retail site. We act as agent on behalf of sellers and offer a range of products direct from manufacturers, wholesalers, distributors and private sellers. Customers can buy goods via auction and buy now formats. Our platform offers customers a convenient way to buy products at discount prices while providing vendors with an efficient channel to sell excess and superseded stock.
2.2 We will act fairly, honestly and reasonably in our dealings with you. If an issue arises, we will work with you to resolve your issue and find common ground. We believe that everybody has a right to raise an issue, and we maintain a proactive approach to seeking and receiving feedback and complaints.
2.3 Each complaint will be managed in an impartial and unbiased manner. All complaints will be addressed in an equitable manner, and we commit to keep your information confidential and secure, as detailed in our Privacy Policy.
3 How can you make a Complaint?
By Email - customerservice@grays.com.au
By Phone - Customer Service hotline on 1300 36 25 36
Contact Us Form - https://support.grays.com/hc/en-au/requests/new
In Writing - Send us a letter addressed to our team:
Customer Service Advisor
Slattery Grays Auction Group Pty Ltd (ACN 692 021 122)
230 Old Maitland Road, Hexham, NSW 2322
4 What We Will Do
4.1 We will acknowledge your complaint within 2 business days and remain in contact with you while your
complaint is being reviewed and resolved.
4.2 Each person you deal with will identify themselves by their first name, so you know who you are liaising
with. They will also provide you with a ticket number for your reference.
4.3 Our Customer Service Advisors have the training and authority to deal with most enquiries or issues raised at the first point of contact.
4.4 Where possible, we will attempt to resolve all complaints at the first point of contact. If this is not possible and the situation requires us to look further into your matter, we will seek to provide you with an estimated timeframe for resolving your complaint. If this is not possible due to the nature or complexity of your complaint, we will endeavour to update you during the process.
5 Assistance in lodging your complaint
5.1 We are committed to ensuring our complaints process is accessible to all clients and we will work with
you to discuss your complaint via your preferred method of communication where possible.
5.2 We are available to help you make your complaint. If you require additional assistance in this regard (for example, you have a vision impairment or difficulty using smart devices), please contact us via Email or Telephone.
5.3 If you are deaf and/or find it hard hearing or speaking with people over the phone, you can contact us via the National Relay Service (NRS).
5.4 Additionally, if you elect to lodge your complaint through a third-party representative, we will seek to communicate directly with the representative regarding your complaint where suitable authority exists. We may require you to provide documentation authorising your representative to deal with us, depending on the nature of your complaint.
6 Your Information, Updates and Status of your Complaint
6.1 So that we can adequately assess your complaint, we ask that you include all relevant information and documentation in an accessible and secure format. We would also request that you provide us with your desired outcome or options so that we may consider redress frameworks to resolve your complaint.
6.2 Should you seek an update regarding the status of your complaint after it has been made with Grays, please contact our Customer Service Advisors via Email or Telephone. They will be able to provide you with an update or status.
7 If you are not satisfied with our response
Internal Review
7.1 If you feel your complaint has not been dealt with to a satisfactory level, you may request a review by a Customer Services Manager by sending an email to support@grays.com.au.
7.2 Our Customer Services Manager will liaise directly with you and aim to resolve the complaint as soon as possible or within timeframes agreed to with you.
External Review
7.3 If you have raised your concerns with us and you are not satisfied with the outcome proposed or believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by contacting the Regulatory Body associated with your State or Territory:
• New South Wales - Department of Fair Trading
• Victoria - Consumer Affairs Victoria
• Queensland - Office of Fair Trading
• Western Australia – Dept of Mines, Industry Regulation and Safety, Office of Consumer Protection
• Australian Capital Territory - Office of Fair Trading
• Northern Territory - Office of Consumer Affairs
• South Australia – Office of Consumer and Business Services
• Tasmania – Consumer, Building and Occupational Services
7.4 Further, should you wish to raise a complaint to National regulators, you may contact:
• Australian Competition and Consumer Commission
• Australian Communications and Media Authority
• Office of the Australian Information Commissioner
8 Your responsibilities
8.1 We ask that you communicate with us in a respectful and polite manner, as we commit to resolve your complaint. Everyone has the right to be treated with respect, even if you are dissatisfied with a product or service.
8.2 Unreasonable conduct by a complainant such as verbal abuse, threats or any behaviour which risks the safety or wellbeing of our staff will be recorded and may be forwarded to local law enforcement authorities without notice to you. We may also restrict your account access to our platform to prevent future transactions. Vexatious complaints (designed to be groundless or with intent to cause distress, harass or not under the responsibility of Grays) will be closed with notice to you. Future attempts at raising vexatious complaints may be referred to relevant regulatory or legal bodies.
9 Your rights
9.1 Nothing in this Policy detracts from your rights under the standard terms and conditions of your agreement with us Grays User Agreement, Grays Agency Agreement, the Competition and Consumer Act 2010 (Cth) including the Australian Consumer Law or any other applicable laws.
9.2 You are always free to take independent action to enforce your rights; however, we encourage you to raise your complaint with us in the first instance as our goal is to ensure our complaint handling process provides a quick and effective resolution to your issue(s) raised.