Dispute Resolution

Last Updated October 2023

Introduction

At BVOPro Pty Ltd, we are committed to providing high-quality services to our clients. However, we acknowledge that disputes may occasionally arise. This policy aims to outline a fair and effective process for resolving any disputes that occur in the course of using our services.

Initial Step: Contacting BVOPro

If you have a concern or dispute regarding our services, we encourage you first to contact our customer support team at [email protected] or call 1300 282 583. Discussing the issue directly with our team can resolve many disputes informally.

Formal Complaint

If the dispute cannot be resolved informally, you are encouraged to submit a formal complaint. Please send your complaint in writing to our email address, detailing the nature of the dispute, the desired outcome, and any relevant documentation. We will acknowledge receipt of your complaint within 5 business days.

Internal Review

Upon receiving your formal complaint, it will undergo an internal review by our management team. We aim to resolve disputes swiftly and will provide you with a written response within 30 days, outlining our findings and proposed resolution.

Mediation

If you are not satisfied with the outcome of the internal review, you may request mediation. Mediation involves an independent third-party mediator working with both parties to facilitate a mutually acceptable resolution. The cost of mediation will be shared equally between you and BVOPro unless otherwise agreed.

Legal Resolution

If mediation does not resolve the dispute, either party may seek legal resolution through the courts. Please note that the dispute will be subject to the laws of Australia and the non-exclusive jurisdiction of the Australian courts.

Continued Service

Throughout the dispute resolution process, we will continue to provide our services to you unless you request otherwise or there is a clear and present risk to either party or the integrity of our services.

Policy Amendments

BVOPro Pty Ltd reserves the right to amend this Dispute Resolution Policy. Any changes will be communicated to our users and will take effect immediately upon posting on our website.

Contact Information

For any queries regarding this policy or the dispute resolution process, please get in touch with us at [email protected] or on 1300 282 583.