Complaint Handling Policy
Stratosyte Pty Ltd (ABN 95 682 286 326)
- Step 1 - Submission: Submit complaints via the in-app dispute function or by emailing [email protected]. Include your name, account details, nature of the complaint, and supporting documentation.
- Step 2 - Acknowledgement: We will acknowledge receipt within 2 to 5 business days.
- Step 3 - Investigation: We will investigate and contact the relevant party for their response. Investigations are targeted to be completed within 10 business days of acknowledgement.
- Step 4 - Resolution: We will notify you of our determination and any action taken.
If you are unsatisfied with our determination, you may escalate to the relevant external body (ACCC, Commerce Commission NZ, OAIC, or NZ Privacy Commissioner). KeepMyBooking's complaint determination is not legally binding arbitration and does not prevent either party from seeking independent legal advice or external remedies.