Grays is an Australian online auction and retail site, offering a huge range of consumer products direct from manufacturers, wholesalers and distributors. Consumers can buy quality branded products via auction and buy now format, offering consumers a convenient way to buy quality products at discount prices while providing vendors with an efficient channel to sell excess and superseded stock.
Grays are committed to providing the highest level of customer service, which includes the handling of complaints. If you are dissatisfied with the product or service you have received we want to hear from you so we can investigate your complaint and improve our service to all customers.
This statement outlines Grays procedures for handling customer complaints in relation to our products and services.
How Grays Handles complaints
Grays aims to provide all customers a fair, efficient and accessible mechanism for the handling complaints
For all enquiries and complaints, our Customer Service team will be your main point of contact and will aim to resolve any issue in a fair and open minded manner.
- Submit a request through our Help Centre
- Send us a letter addressed to Customer Resolutions Specialist 376 Newbridge Road, Moorebank NSW 2170.
What We Will Do
Each person you deal with at Grays will identify themselves by their first name so you know whom you are speaking with, and they will provide you with a case number for your reference.
- All complaints, where possible will be resolved at the first point of contact.
- We will respond to your complaint within 2 business days and keep you posted as to how long we think it may take to resolve your case.
- A verbal or written acknowledgment will be made within 2 business days of receiving your complaint with a timeframe for investigating and resolving your enquiry.
Our Customer Service Advisors have the training and authority to deal with most enquiries or issues you may have, on the spot.
It may not always be possible to resolve your complaint on the first call, for example, if the situation requires us to look further into your matter. For complaints that cannot be resolved during the first call we will provide you with an estimated timeframe for resolving your complaint.
Our Customer Resolution Specialist
Our Customer Resolutions Specialist is dedicated to ensuring that our Customer Service advisors are handling your complaint in a fair and efficient manner. If you feel your complaint has not been dealt with in this manner you may seek to liaise with our Resolutions Specialist to review your complaint. Where you have raised a matter with a Specialist, he or she will aim to resolve the complaint as soon as possible or within timeframes agreed to with you. The specialist will liaise with you personally.
You may wish to write to the specialist team regarding your complaint. This can be sent to:
Customer Resolutions Specialist
376 Newbridge Road,
Moorebank NSW 2170.
Taking appeals outside of Grays
Grays believes that its internal case management process will provide you with the most efficient way to resolve all complaints. If you are not satisfied with our review of your complaint or with the way in which we have handled the case, you may refer your complaint to a governing body.
The intention of our complaint process is that customers provide us with the opportunity to try to settle the issue before it is taken further.
Government Bodies according to your state
NSW - Department of Fair Trading
Victoria - Consumer Affairs Victoria
Queensland - Office of Fair Trading
Western Australia - Ministry of Fair Trading
Australian Capital Territory - Office of Fair Trading
Northern Territory - Office of Consumer Affairs & Fair Trading
Your Legal Rights
Nothing in this statement detracts from your rights under the standard terms and conditions of your service, the Trade Practices Act or any other laws.
You are always free to take independent action to enforce your rights; however we believe that our complaint handling process will provide a quick and effective resolution to your issue(s) raised.