Complaints and appeals

Updated 27 September 2026 · Adelaide, South Australia · Adults 18+

You can raise a safety, privacy, billing or accessibility concern, or ask us to reconsider a decision.

How to contact us

Email [email protected] with “Complaint” or “Appeal” in the subject. Include your account email, the decision or issue, an approximate date and what outcome you seek. Share only information relevant to the issue. Do not email identity documents, payment card details or illegal imagery.

Use the in-app Report control for a member’s conduct; it also blocks contact. Email is available if you cannot access your account. Immediate danger: call 000. We do not offer a 24-hour response service.

How a review works

We check the relevant records, may ask for clarification, and explain the outcome and any next steps as far as we can without exposing another person’s private information or compromising safety. Ask for a different reviewer if the complaint concerns the original reviewer. If another reviewer is unavailable, we will explain that limitation rather than call the review independent.

Our target is to acknowledge a complaint within two business days and provide an outcome or progress update within 30 days. These are service targets, not a guarantee of staffed emergency response. Urgent safety concerns take priority. Tell us if you need an accessible way to communicate.

External options

You do not have to give up statutory rights to use this process. You can seek guidance from OAIC about privacy complaints, eSafety about online abuse, or Consumer and Business Services South Australia about consumer matters. Each organisation has its own eligibility and complaint process.