In plain English
If something goes wrong with a booking, or with UVUNTU, we want to hear about it. This Policy explains how to raise a complaint, what we'll do with it, and how long it typically takes.
Most issues get resolved quickly through a conversation with our support team. For more complex matters we have a dedicated complaints process with clear timelines. If we can't sort it out between us, you have external avenues you can always use — consumer regulators, professional regulators, and the courts.
We take every complaint seriously. We don't penalise you for raising one. We log and track every complaint so we can spot patterns and improve.
1. Scope
1.1This is the Dispute Resolution Policy of UVUNTU Health Pty Ltd (UVUNTU). It covers how we handle complaints and disputes raised by Bookers, Patients, Providers, and Organisations using the UVUNTU booking Platform.
1.2This Policy is incorporated by reference into the Booker Terms of Service (clause 12), the Master Organisation Agreement (clause 12), and the Provider Terms. Where there is any inconsistency, the relevant contract prevails.
1.3This Policy does not replace your rights under the Australian Consumer Law, the Zimbabwe Consumer Protection Act, the Cyber and Data Protection Act, or any other law. It is an internal process offered as a way to resolve issues quickly and fairly. You can use external avenues at any time.
2. Who can raise a complaint
Anyone affected by a booking or by UVUNTU's services can raise a complaint, including:
- A Booker, about their own booking experience or about a Provider.
- A Patient, about the way their information was handled (subject to their authority to complain about their own data — we may also direct you to the clinic for clinical-record matters).
- A Provider, about a Booker's conduct, a payout issue, a platform issue, or a dispute with UVUNTU.
- An Organisation, about a Booker, a payout issue, a listing issue, or a contractual dispute with UVUNTU.
- A third party with a genuine concern about Platform activity (for example, a regulator, a concerned family member).
3. How to raise a complaint
3.1Channels. You can raise a complaint through any of the following:
- Email [email protected]
- The in-Platform complaint form (under "Help" → "Raise a complaint")
- Post to: UVUNTU Health Pty Ltd, [registered office address to be inserted]
3.2What to include. To help us handle your complaint efficiently, include:
- Your name and contact details (so we can get back to you).
- Which Booking (if applicable) — booking reference number is ideal.
- What happened, in your own words.
- What you'd like us to do about it.
- Any supporting information (screenshots, emails, dates, names).
Don't worry if you can't provide all of this — get in touch anyway and we'll help you gather what we need.
3.3Anonymous complaints. We accept anonymous complaints for matters involving safety, harassment, or suspected fraud, but we can't always respond to you directly or complete a full investigation without identifying information.
4. Our process
We follow the same process for every complaint. The details (who handles, what evidence, what remedy) vary by complaint type, but the structure is consistent.
Step 1 — Acknowledgement
We aim to acknowledge your complaint within 2 Business Days of receipt. Acknowledgement is a short message confirming we've received your complaint and giving you a reference number for follow-up.
Step 2 — Initial assessment
A member of our team reviews the complaint to understand what happened, what remedy you're seeking, and whether it's a simple matter we can resolve quickly or a more complex one that needs investigation. Simple matters (a clearly-due refund, a Platform error we can verify, a booking correction) are resolved at this stage.
Step 3 — Investigation (where needed)
For complex matters we investigate: review Platform records (Booking history, Redemption Code audit, communications), speak with the other party where appropriate, and consider any evidence you've provided. We may come back to you for more information during this step.
Step 4 — Decision
We issue a decision in writing. The decision explains what we found, what we've decided, and what happens next (including any remedy such as a refund, account correction, or apology). We aim to reach a decision within 30 days for straightforward matters; complex matters (multi-party disputes, cases requiring clinical or regulator input) may take longer, and we'll keep you informed along the way.
Step 5 — Implementation
If we've decided a remedy is due, we implement it (for example, processing a refund, updating a booking record, correcting a listing). Refund timing follows our Refund, Cancellation and Rescheduling Policy.
Step 6 — Closure and feedback
We close the complaint in our system and note the outcome. If you're not satisfied with the resolution, see section 6 (escalation).
5. Types of dispute and how we handle them
The general process above applies to all complaints, but some specific situations warrant extra guidance.
5.1 Refund and payment disputes
Most Booking issues — "I was charged twice", "my refund hasn't arrived", "I was charged for a no-show I didn't actually miss" — are handled under the Refund, Cancellation and Rescheduling Policy. Follow the complaint process above; our team will route it to the right handler.
5.2 Chargebacks
Chargebacks raised with your card issuer are processed through the card network's rules, not through this Policy. We respond to chargebacks with the evidence we have (typically the Booking record and Redemption Code audit). If you have a concern that would normally be a chargeback, we'd prefer you contact us first — we can often resolve it faster.
5.3 Service quality concerns
If you're concerned about the quality or safety of clinical care received, please note: UVUNTU is not a clinical regulator and cannot adjudicate clinical quality. However, we take every such concern seriously. We will:
- Listen, acknowledge, and log your concern.
- Help you identify the right body to investigate (the Provider's professional regulator, such as the Medical and Dental Practitioners Council of Zimbabwe).
- Review our own records and identify any Platform-level issues we can address.
- Consider whether the concern gives us grounds to review the Provider's listing on the Platform.
5.4 Privacy and data complaints
For complaints about how your information is handled, contact [email protected] directly. These are handled under the framework in our Privacy Policy. You can also complain to the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) under the Cyber and Data Protection Act, or to the Office of the Australian Information Commissioner (OAIC) under the Privacy Act 1988.
5.5 Provider or Organisation disputes with UVUNTU
Disputes between UVUNTU and a Provider or Organisation (for example, a contested clawback, a contested suspension, a disagreement about Commission) follow the internal process in this Policy first. If not resolved within 30 days of the complaint being raised, either party may escalate to arbitration under the Master Organisation Agreement (clause 12.2 — ACICA rules, Sydney seat, English language).
5.6 Safety concerns
Safety concerns — a Provider behaving inappropriately toward a Patient, a Booker threatening a Provider, a child at risk — are treated as urgent. Contact [email protected] immediately. For imminent harm, contact local emergency services first. We may take immediate protective action (suspending an account, escalating to law enforcement or a regulator) before completing the full process.
5.7 Multi-party disputes
Where a dispute involves more than two parties (for example, a Booker, a Provider, and an Organisation), we handle it through a coordinated process rather than as separate complaints. You may be asked to participate even if the complaint wasn't raised by you. We will keep you informed of relevant decisions affecting you.
6. Escalation if you're not satisfied
6.1Internal escalation. If you're not satisfied with the decision at Step 4, you can ask us to review it. A senior member of the team who wasn't involved in the original decision will look at it afresh. Ask for internal escalation by replying to the decision communication within 30 days.
6.2External escalation. You can take your complaint to an external body at any time. You do not have to exhaust our internal process first. The avenues include:
- Consumer matters: the Australian Competition and Consumer Commission (accc.gov.au) or the Consumer Council of Zimbabwe.
- Privacy and data protection: the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) or the Office of the Australian Information Commissioner (oaic.gov.au).
- Clinical conduct: the Medical and Dental Practitioners Council of Zimbabwe, the Health Professions Authority of Zimbabwe, or the relevant professional regulator for the Provider's profession.
- Courts: the appropriate court of competent jurisdiction (see your contract's governing law and jurisdiction clause).
- For Providers and Organisations only: arbitration under the Master Organisation Agreement, clause 12.2.
6.3What we commit to during external escalation. If you escalate a matter externally, we cooperate in good faith with the external body. We provide information reasonably requested by the external body. We don't retaliate against you for escalating.
7. Records and tracking
7.1Every complaint is logged. We maintain an internal complaint register recording every complaint, its reference number, the parties involved, the nature of the complaint, the outcome, and key dates. This register helps us track patterns, identify recurring issues, and improve our Platform.
7.2Retention. Complaint records are retained for 7 years. This exceeds our general operational retention and reflects the evidential value of complaints for regulatory and litigation purposes. Privacy rules in our Privacy Policy apply to information in the register.
7.3Monthly pattern review. We review the complaint register monthly to identify patterns — recurring concerns about a Provider, recurring Platform issues, recurring product-design friction. Where patterns emerge, we take action, which may include Provider reviews, Platform changes, or policy updates.
8. Protections for complainants
8.1No retaliation. We do not retaliate against users who raise complaints in good faith. Raising a complaint does not affect your Booking rights, your account standing, or (for Providers and Organisations) your listing on the Platform, except to the extent the complaint itself reveals a breach of our Terms or this Policy.
8.2Good faith. Complaints raised maliciously or in bad faith (for example, to harass a Provider, to obtain an unfair refund, or to damage another user's reputation) are themselves a breach of the Acceptable Use Policy and may result in account review.
8.3Confidentiality. We handle complaints with appropriate confidentiality. We share information only with people who need it to resolve the complaint — our staff handling the matter, the other party where appropriate, and regulators or law enforcement if required.
9. Complaints about this Policy
If you have a concern about this Policy itself — for example, that our process isn't working as described, or that you've been treated unfairly by it — contact [email protected] with "Policy feedback" in the subject line. Policy feedback goes to senior management for review.
10. Changes to this Policy
We may change this Policy from time to time. Where changes are material, we give at least 14 days' notice by email and by notice on the Platform before they take effect. Complaints already in progress continue under the Policy version in force when they were raised.
11. Contact