Log inComplaints Policy and Procedures
General Statement
SubscribeStar, as a service provider:
- is committed to providing a high standard of service to our Users;
- takes seriously any concern or complaint and will review it promptly, aiming to resolve it as quickly as reasonably possible;
- recognizes that all Users:
- have the right to raise concerns or complaints about our services; and
- have the right to clear information on how to raise concerns and complaints.
This complaints procedure is open to anyone who receives or requests a service from SubscribeStar, including people acting on their behalf.
SubscribeStar will handle complaints in line with SubscribeStar’s Terms of Service, Privacy Policy, and other applicable policies.
SubscribeStar will keep a register of all complaints, which will be reviewed regularly by the Board of Trustees. The complaints procedure forms part of our monitoring of service quality, effectiveness, and non-discriminatory service delivery.
The objectives of this policy are to:
- ensure everyone knows how to make a complaint and how it will be handled;
- ensure complaints are handled consistently, fairly, and sensitively within clear timeframes;
- provide a fair and effective way to complain about our services; and
- monitor complaints to improve our services.
SubscribeStar will:
- listen carefully and treat complaints as confidential where possible;
- record, store, and manage complaints accurately and in accordance with data protection requirements;
- investigate complaints objectively and within the stated timeframes;
- notify the complainant of the results of the investigation and any right of appeal;
- where appropriate, inform the complainant of actions implemented to help prevent recurrence; and
- where applicable, report to relevant third parties (on a monthly basis) the number of complaints received, outcomes, and any actions taken.
Definition of a complaint
A complaint is any expression of dissatisfaction by an individual, whether justified or not.
Any User may make a complaint if they believe SubscribeStar has:
- failed to provide a service, or provided an unacceptable standard of service, or made a mistake in service delivery;
- failed to act appropriately;
or - provided an unfair service.
This policy and procedure relate only to complaints received about SubscribeStar and its services.
Key terms used in timelines
Business Day: Monday to Friday, excluding public holidays where our support team operates.
Receipt Date: the calendar date on which we receive the complaint through the channels specified in this policy.
Written Complaint: a complaint submitted in writing (email or form) that includes sufficient information to identify the issue and allow review.
Appeal / Escalation: a written request to progress the complaint to Stage Three after Stage Two.
Concern or Complaint
It is important to distinguish between a concern and a complaint. Addressing informal concerns early can reduce the likelihood of escalation to a formal complaint.
If you have a concern about our services, please contact support [at] subscribestar [dot] art as soon as possible so we can understand the issue and try to resolve it.
If you are not satisfied with the response to your concern and/or you want to make a formal complaint, please follow the procedure below.
Complaints Procedure
SubscribeStar aims to resolve complaints quickly and fairly for all parties involved.
Some matters may be resolved through an apology or an appropriate explanation, including where relevant communication between the Creator (“Star”) and Subscriber(s) involved.
There are three stages to the complaints procedure:
Stage One – Complaint (Intake)
Stage Two – Investigation (Review and Response)
Stage Three – Appeal (Final Review)
Stage One: Complaint (Intake)
To make a complaint, contact us in writing at support [at] subscribestar [dot] art.
The complaint should include:
- the complainant’s name and contact information;
- the nature of the complaint and the relevant date(s);
and - the resolution sought.
On Receipt, each complaint will be allocated a reference number and logged in the complaints register.
We will send an acknowledgment within two (2) business days of Receipt. The acknowledgment will include:
- the complaint reference number;
- the date of Receipt;
and - a brief summary of next steps (including if additional information is required to proceed).
Stage Two: Investigation (Review and Response)
Complaints at this stage are handled by dedicated staff members.
We will investigate the complaint and provide a written response within five (5) business days of Receipt. The written response will include, as applicable:
- the outcome of the investigation;
- any recommendations or remedies (for example: policy review, staff development/training, or service improvements);
and - where the complaint is upheld, an apology where appropriate.
Extensions (complex cases)
Occasionally, investigations may take longer, particularly if the complaint is complex or requires information from third parties.
If we cannot provide a Stage Two written response within five (5) business days, we will notify the complainant before that deadline expires and provide:
- the reason additional time is needed;
and - an updated target date for our written response.
Stage Three: Appeal (Final Review)
If the complainant remains dissatisfied with the Stage Two outcome, they may appeal by writing to support [at] subscribestar [dot] art within fourteen (14) business days of the date of the Stage Two outcome.
If the complaint cannot be resolved to the complainant’s satisfaction at Stage Two, or if the handling staff member considers the complaint to be very serious or to concern a service principal, it may be referred to the Chief Executive.
If the complaint is about the Chief Executive, the matter will be discussed with two Trustees.
We will acknowledge Receipt of the appeal within three (3) business days.
The Chief Executive and/or Trustees will review the Stage Two investigation and issue a final written decision within ten (10) business days of Receipt of the appeal request, unless an extension notice is provided under “Extensions” above.
If we cannot issue the Stage Three final written decision within ten (10) business days, we will notify the complainant before that deadline expires and provide the reason and an updated target date.
The final decision will include:
- the outcome (including whether the Stage Two outcome is upheld or amended);
- any actions to be taken (if any); and
- any other options available to the complainant.
The Stage Three decision is final and there is no further right of internal appeal with SubscribeStar.
Anonymous complaints
Complaints received anonymously will be recorded and considered. However, action may be limited if further information is required to ensure a full and fair investigation.
Data protection
To process a complaint, SubscribeStar will hold personal data about the complainant provided by the complainant and by others in response to the complaint. We will hold this data securely and use it only to address the complaint.
The identity of the person making the complaint will be known only to those who need to consider it and will not be revealed to other people or made public.
In some circumstances, confidentiality may not be possible (for example, where relevant legislation applies or allegations involve the conduct of third parties).
SubscribeStar will normally destroy complaints files securely six (6) years after the complaint has been closed.
Monitoring
Complaints are an important tool that—alongside surveys, feedback, and focus groups—helps us understand and improve our services.
To support learning and improvement, we will collect the following data:
- name of the complainant;
- complainant’s contact information;
- date of complaint;
- nature of complaint;
- date(s) of response; and
- action(s) taken / recommendations made in response to the complaint.
Complaints information will be considered regularly by the Management Team and reported annually to SubscribeStar’s Board of Trustees. Where possible, this data will be used to improve and develop the service.
