投诉与争议解决政策

Geek Slope（ABN 64937759933）致力于公平、及时地处理客户投诉。本政策说明投诉的提出方式、处理流程以及外部升级渠道。

版本：1.0　最后更新：2026-09-07

一、如何提出投诉

请通过邮箱 connect@mail.geekslope.de5.net 或电话 0466882524 联系我们，并提供订单编号、事情经过及您期望的解决方案。如投诉涉及某笔订单，也可在订单详情页留言。

二、处理流程与时限

• 我们在收到投诉后 3 个工作日内确认收悉。
• 通常在 15 个工作日内给出书面处理结果；情况复杂时会告知您预计所需时间并保持进度更新。
• 处理结果将说明我们的结论、依据以及可采取的补救措施。

三、内部升级

如您对处理结果不满意，可要求将投诉升级至管理层复核。

四、外部争议解决

如经上述流程仍未能解决，您可向以下机构寻求协助（不影响您的其他法定权利）：

• 您所在州或领地的消费者事务或公平交易部门，例如维多利亚州消费者事务局（Consumer Affairs Victoria）、新南威尔士州公平交易厅（NSW Fair Trading）等；
• 澳大利亚竞争与消费者委员会（ACCC）；
• 如争议涉及个人信息处理，可向澳大利亚信息专员办公室（OAIC）投诉。

五、消费者保障

本政策不排除、不限制您在《澳大利亚消费者法》下享有的消费者保障权利。

六、联系我们

Geek Slope
地址：568 Collins Street, Melbourne, 3000
电话：0466882524
邮箱：connect@mail.geekslope.de5.net

⚠️ Unofficial machine-translated version for reference only — the Chinese original is the legally governing text.

Complaints and Dispute Resolution Policy

Geek Slope (ABN 64937759933) is committed to handling customer complaints fairly and promptly. This Policy explains how to make a complaint, how it will be handled, and available external escalation channels.

Version: 1.0 Last updated: 2026-09-07

1. How to Make a Complaint

Please contact us by email at connect@mail.geekslope.de5.net or by phone at 0466882524, providing your order number, a description of what happened, and your desired resolution. If your complaint relates to a specific order, you may also leave a message on the order details page.

2. Process and Timeframes

• We will acknowledge receipt of your complaint within 3 business days.
• We will generally provide a written outcome within 15 business days; for complex matters, we will let you know the expected timeframe and keep you updated on progress.
• The outcome will explain our conclusion, the reasons for it, and any remedy available.

3. Internal Escalation

If you are not satisfied with the outcome, you may request that your complaint be escalated to management for review.

4. External Dispute Resolution

If the above process does not resolve your complaint, you may seek assistance from the following bodies (without affecting your other legal rights):

• your state or territory consumer affairs or fair trading body, such as Consumer Affairs Victoria or NSW Fair Trading;
• the Australian Competition and Consumer Commission (ACCC); or
• the Office of the Australian Information Commissioner (OAIC), if the dispute concerns the handling of personal information.

5. Consumer Guarantees

This Policy does not exclude or limit any consumer guarantee rights you have under the Australian Consumer Law.

6. Contact Us

Geek Slope
Address: 568 Collins Street, Melbourne, 3000
Phone: 0466882524
Email: connect@mail.geekslope.de5.net