Policies & legal
Complaint Resolution Procedure
How to raise a concern and how SSC will review it.
1. Commitment
SSC welcomes concerns and complaints as an opportunity to resolve issues and improve our systems. Clients will be treated respectfully and will not be disadvantaged for raising a genuine concern.
2. How to complain
Contact us by email at structured.sc@outlook.com or phone on 0410 960 652. Please provide your name, booking or invoice reference, service date, a clear description of the concern, the outcome sought and any relevant photographs or documents. Complaints involving immediate safety, security or property-access issues should be raised by phone as soon as possible.
3. Acknowledgement and review
We aim to acknowledge a complaint within two business days. We may review the quote, booking record, service checklist, photographs, messages, timesheets and statements from the people involved. We may ask reasonable follow-up questions or arrange an inspection. Information will be shared only with those who need it to assess or resolve the matter.
4. Resolution
We aim to provide an outcome or meaningful update within 10 business days, although complex matters, insurance claims or third-party enquiries may take longer. Possible outcomes include an explanation, apology, re-clean, corrective action, credit, refund, payment arrangement, staff coaching or a change to procedures, depending on the facts and legal obligations.
5. Escalation
A client who is not satisfied may ask for an internal review by the business owner or authorised manager. Nothing in this process prevents a person from seeking independent advice or contacting NSW Fair Trading, the Australian Competition and Consumer Commission, the Office of the Australian Information Commissioner where relevant, or another appropriate body.
6. Records and improvement
SSC may retain complaint records for quality assurance, legal, insurance and training purposes. Trends and root causes may be reviewed so recurring problems can be prevented.
Contact Structured Space Cleaning
Email: structured.sc@outlook.com
Phone: 0410 960 652
ABN: 99 803 077 847
These website policies are general business documents and are not a substitute for legal advice tailored to SSC’s specific circumstances. They should be reviewed by an Australian solicitor as the business, services, workforce and payment systems develop.