Complaints Policy

Last updated: 12 September 2026.

We want to hear when something has gone wrong. A complaint helps us put things right for you and improve the service for other families. This policy explains how to make a complaint and how we handle it.

How to make a complaint

Contact us using the details at the bottom of this page. Tell us what happened, when, and what outcome you are looking for. If your complaint is about a specific course, lesson or message, include a link or a description so we can find it. You can ask someone to complain on your behalf.

What happens next

  • We will acknowledge your complaint within 3 business days.
  • A member of the team who was not involved in the matter will look into it. We may contact you for more detail.
  • We aim to give you a full response within 15 business days. If we need longer, we will tell you why and when to expect an answer.
  • Our response will explain what we found, what we will do about it, and any changes we are making as a result.

Complaints about course content

Concerns about the accuracy or safety of educational content are reviewed by the Centre’s founder, a paediatrician, or a clinician she nominates. Where we agree that content needs to change, we will correct it and note the change in the course.

Complaints about privacy

Complaints about how we have handled your personal information are dealt with under this policy and our Privacy Policy. If you are not satisfied with our response you can take your complaint to the Office of the Australian Information Commissioner (oaic.gov.au), or, if you are in the UK or EEA, to your local data protection authority.

Complaints about payments

If a payment or refund issue is not resolved through this process, you may contact your state or territory consumer protection agency, or the Australian Competition and Consumer Commission.

If you are not satisfied

Tell us. Ask for your complaint to be reviewed by a different person, and we will arrange that. We do not treat anyone differently for having made a complaint.

Record keeping

We keep a record of complaints and outcomes for two years so we can identify patterns and show what we changed. Records are handled in line with our Privacy Policy.

Contact

Contact: [privacy contact email to be confirmed], or by post to [postal address].