Our goal is to help people in the best way possible. this is a basic principle in every case and cause for success. contact us today for a free consultation.
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Case Law —Rogers v whitaker
Not every experience with us will be perfect. We know that. What matters is what we do when something goes wrong. This page explains how we handle concerns — clearly, fairly, and within fixed timeframes.
Put your complaint in writing. That gives us a clear record and gives you something to refer back to.
Send your email to contact@fga.net.au with the subject line “Formal Complaint”. In your message, include your name and contact details, a description of your concern, the relevant dates, and any prior correspondence you want us to consider.
You do not need to use formal language or structure it in any particular way. Plain English is fine. What matters is that we understand what happened and what outcome you are looking for.
Once your complaint is received, we will send you a written acknowledgement within 2 business days.
Here is what the process looks like from the moment we receive your complaint.
We confirm receipt within 2 business days and let you know who will be handling your matter.
Your complaint is reviewed by a staff member or manager who was not directly involved in the matter you are raising. That separation matters — it keeps the assessment fair.
We review the relevant records, correspondence, and context. If we need to contact you for further information, we will do so promptly.
We will provide a written response within 10 business days of acknowledgement. If your matter is complex and requires additional time, we will contact you before that deadline to explain the delay and give you a revised timeframe.
Our response will set out our findings, any action we have taken or are proposing, and what happens next. We will be direct with you — even when the outcome is not what you were hoping for.
We will do our best to resolve every complaint. But we also recognise that our assessment may not always be the outcome you were seeking.
If that happens, you can request an internal review. A senior staff member — someone not involved in the original assessment — will review the matter afresh and provide a further written response within 10 business days of your request.
If you remain unsatisfied after the internal review, you are entitled to escalate your complaint to the relevant external authority. The appropriate body will depend on the nature of your concern. We will not discourage you from doing so, and we will not obstruct the process.
STAGE ONE
Acknowledgement
2 business days
We confirm receipt and assign a handler.
STAGE TWO
Written response
10 business days
From acknowledgement, after investigation.
STAGE THREE
Internal review
10 business days
From the date you request the internal review.
All complaints are handled confidentially. Only staff directly involved in the assessment will have access to the details of your complaint.
We keep a record of complaints received and how they were resolved. That record is used internally to identify patterns and improve how we operate — not for any other purpose.
Any personal information collected during the complaints process is handled in accordance with our Privacy Policy.
Receiving a complaint is not something we take lightly.
It is a signal that something needs attention, and we treat it as such. If you have a question about this process before you submit anything, feel free to reach out at contact@fga.net.au.
Our goal is to help people in the best way possible. this is a basic principle in every case and cause for success. contact us today for a free consultation.
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