COMPLAINTS POLICY
At Sunnah Cure, we are committed to providing a high standard of education, service and customer care.
We welcome feedback and take concerns seriously. If you are dissatisfied with any aspect of your experience with Sunnah Cure, we encourage you to contact us so we have an opportunity to understand and address your concern.
HOW TO MAKE A COMPLAINT
Complaints can be submitted by email:
Alternatively, you may contact us through the contact form on our website.
When submitting a complaint, please provide:
• Your full name
• Your email address
• Details of your concern
• Any relevant order or enrolment information
• Any screenshots or supporting information that may assist us
RESPONSE TIME
We aim to acknowledge complaints within 48 hours.
Where possible, we aim to provide a response or proposed resolution within 3–5 business days.
More complex matters may require additional time to investigate. If this occurs, we will endeavour to keep you informed.
RESOLUTION PROCESS
Your complaint will be reviewed carefully and respectfully.
Depending on the circumstances, this may involve requesting further information, reviewing relevant records, providing clarification, offering additional support or determining another appropriate outcome.
CONFIDENTIALITY
Complaints and associated information will be handled respectfully and with appropriate confidentiality, subject to any disclosure required by law or reasonably necessary to investigate and resolve the matter.
FURTHER REVIEW
If you are dissatisfied with the initial response to your complaint, you may request that the matter be reviewed further.
Nothing in this policy limits any rights you may have under Australian Consumer Law or other applicable laws.