Complaints and Appeals Policy

Complaints and Appeals Policy – Australian Book and Language Studio

Effective date: 8 January 2026

This Complaints and Appeals Policy applies to purchases and services provided by Australian Book and Language Studio (“ABLS”, “we”, “us”, “our”), including books and non-accredited online English courses.

This policy is designed to be consistent with the Australian Consumer Law (ACL) (consumer guarantees and remedies) (ACCC) and Queensland consumer complaint pathways (including the Queensland Office of Fair Trading and QCAT processes). (Queensland Government)
Nothing in this policy limits any rights you may have under the ACL. (ACCC)

1) Purpose

We aim to ensure complaints are:

easy to lodge
acknowledged promptly
assessed fairly and consistently
resolved as quickly as possible
recorded for continuous improvement

An appeal is a request for ABLS to review a decision we made about your complaint (for example, a refund decision, course access decision, or proposed remedy).

2) What you can complain about

You may lodge a complaint about:

Books (physical or digital): damaged items, wrong item supplied, delivery issues, file issues
Online courses: access problems, service quality, content concerns, scheduling (if tutor-led), billing issues
Customer service: communication, delays, staff conduct
Refunds/returns: outcomes under our store policy or under consumer guarantees
Privacy: concerns about how we handled your personal information (see section 10)

3) Consumer guarantee complaints (ACL)

Under the ACL, if goods or services don’t meet consumer guarantees, you may be entitled to a remedy (such as repair, replacement, refund, cancellation, or re-supply of the service), depending on whether the issue is major or minor. (ACCC)
We will not incorrectly tell you to “take it up with the manufacturer” as your first/only option—your remedy rights are with the supplier in many situations. (ACCC)

4) How to lodge a complaint

Step 1: Contact ABLS first (fastest resolution). Queensland guidance also recommends raising the issue with the business before escalating. (Queensland Government)

You can lodge a complaint via:

Email: contact@abls.com.au
Phone: +61 7 2142 3412

Please include (where possible):

your name and preferred contact details
order number / invoice number
what you purchased (book/course) and purchase date
a clear description of the issue
what outcome you are seeking (refund, replacement, fix, apology, etc.)
evidence where relevant (photos of damage, screenshots of access errors, etc.)

5) Our response timeframes

We aim to follow these service standards:

Acknowledgement: within 2 business days
Initial assessment / response: within 10 business days
Complex matters: we aim to resolve within 30 calendar days (or we will provide an update and expected next steps)

If we need more information from you, timeframes may pause until we receive it.

6) How we assess and resolve complaints

We will:

review the information you provide and our records (orders, emails, platform logs)
assess applicable consumer guarantees and our store policies
propose a resolution, which may include:
- replacement (for damaged/incorrect books)
- repair/re-supply (for defective digital files or access issues)
- refund or partial refund (where appropriate)
- course access extension, reschedule, or credit (where appropriate)
- other fair remedy consistent with the ACL (ACCC)

We will communicate the decision in writing (email is acceptable) and explain the reasons.

7) Fairness, support and accessibility

We will handle complaints:

respectfully and without discrimination
without victimising a customer for making a complaint
in plain language where possible
with reasonable adjustments if you need accessibility support (e.g., alternative format, support person, phone call instead of email)

8) If you’re not satisfied: Appeals (internal review)

If you disagree with our complaint outcome, you may appeal.

How to appeal

Lodge your appeal within 14 days of our decision (or explain why you need longer).
Send to: [insert email] with subject line “Appeal – [Order #]”
Include:
- why you believe the decision should be reviewed
- any new information/evidence
- your preferred outcome

How we handle appeals

A different staff member/manager (where possible) will review the decision.
We aim to provide an appeal outcome within 10 business days (or updates if complex).

9) External escalation options (Queensland & Australia)

If we can’t resolve the issue together, you may be able to seek external help:

Queensland Office of Fair Trading (OFT)
Queensland’s consumer complaints pathway explains you should try to resolve with the business first, then you may lodge a formal complaint with OFT. (Queensland Government)

Queensland Civil and Administrative Tribunal (QCAT)
Some consumer/trader disputes may be lodged with QCAT (subject to eligibility and limits). QCAT’s consumer and trader dispute information includes monetary limits and process details. (qcat.qld.gov.au)

Other help
The ACCC notes that consumers may also use state/territory small claims tribunals/courts where appropriate. (ACCC)

10) Privacy complaints (personal information)

If your complaint relates to privacy (e.g., mishandling of personal information), contact us first using the details in section 4.

If you are not satisfied with our response, or we do not respond within 30 days, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC). (OAIC)

11) Records and continuous improvement

We keep records of complaints and outcomes to:

ensure consistent decision-making
identify recurring issues
improve products, course delivery, and customer service

We handle complaint records in line with our Privacy Policy.

12) Policy updates

We may update this policy from time to time. The latest version will be posted on our website with the updated date.

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