Complaints & Dispute Resolution Policy

Effective date: 15 October 2026

Our commitment

MarketingOnWeb aims to provide professional, transparent and reliable digital services.

If something goes wrong, we want to understand the issue and work towards a fair resolution.

How to make a complaint

Contact us using:

• Email: info@marketingonweb.com.au
• Phone (legal, billing & complaints): 0480 018 356

Please include the relevant service, a description of the concern and the outcome you are seeking.

How we handle complaints

We aim to acknowledge written complaints within two business days.

We aim to provide an initial substantive response within ten business days where reasonably practicable.

Complex matters may require additional investigation. If so, we will explain the reason for the delay and provide an update.

We may review project records, agreements, communications and relevant technical information.

Possible resolutions

Depending on the circumstances and applicable law, we may offer:

• An explanation.
• Correction of an error.
• Completion of outstanding work.
• An agreed service adjustment.
• A refund or partial refund where appropriate.
• Another reasonable remedy.

Escalation

If we cannot resolve the matter informally, the parties may consider an appropriate independent dispute resolution process or mediation.

Nothing in this policy restricts statutory rights, access to regulatory bodies or lawful court proceedings.

Privacy complaints

Complaints about personal information are handled under our Privacy Policy and applicable privacy law.

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