Please read this policy alongside your product details or written service agreement. Your statutory rights remain protected, and updates do not retrospectively change existing agreements.
How to raise a concern
Email connect@bergmetric.com.au about services, bookings, products, billing or privacy. Include your contact details, relevant reference, what happened and the outcome sought. There is no charge to raise a concern. Request a suitable channel before supplying sensitive evidence.
Fair review
We clarify the facts, review relevant records and give a reasonable opportunity to explain. Communication is respectful and legitimate complaints do not result in retaliation. Where practical, another reviewer or external advice may assist; we do not claim an independent internal complaints department.
Response targets
We aim to acknowledge within 2 business days and give an initial substantive response within 10 business days. These are service targets, not guaranteed final-resolution deadlines. Business days exclude weekends and relevant public holidays. If more time is required, we explain why and provide an expected next update.
Resolution and records
We discuss appropriate remedies in good faith and confirm agreed outcomes in writing. Silence is not a settlement. Complaint information is retained proportionately for resolution, operational and legal needs with appropriate access restrictions. The website does not store complaints submitted through its email-draft form.
Escalation
Unresolved matters may be referred to mutually agreed mediation, relevant consumer or fair-trading bodies, the OAIC where within its jurisdiction, advisers or courts and tribunals. The ACCC generally does not resolve individual disputes. Mediation does not prevent urgent relief or statutory processes.
Your rights
Nothing in this policy excludes, restricts or modifies consumer guarantees, rights or remedies that cannot lawfully be excluded. Australian Consumer Law and any other applicable mandatory protections remain in effect. No provision prevents contacting a regulator, obtaining independent advice or using a legally available remedy.
Contact & related policies
For questions, requests or concerns, email connect@bergmetric.com.au. Please do not include passwords, payment card details or sensitive project records in an initial email.