Feedback and Complaints Process

If you are not satisfied with any aspect of our service, products, or staff, we would like to hear from you.

We are also open to any suggestions on ways we can improve.

Computer Alliance have a formal Complaint Handling Process in, the full policy is available at this link: Complaint Handling Policy

How can I provide feedback or make a complaint?

You may contact us and lodge feedback or a complaint by:

  • Email to complaints@computeralliance.com.au
  • Phone during business hours on 07 3421 3200
  • Online chat via our website www.computeralliance.com.au
  • In person at 1517 Logan Road, Mount Gravatt, QLD

When you contact us concerning feedback or a complaint, please provide all relevant information such as:

  • your invoice, service job number, order number, or other CA document
  • the names of staff that may be aware of, or are related to the problem
  • the specifics of the issue
  • the outcome you are seeking
  • your contact details if you want a response
  • any other information or documents that may help us understand and resolve the issue

How we respond to complaints

Our frontline staff are equipped to resolve many problems and complaints at first contact, and to pass suggestions on to senior staff.

Where a complaint cannot be immediately resolved by personal contact, or is submitted in writing, we will record your submission and direct it to the most appropriate staff member for a prompt assessment and response.

A staff member will assess the information provided within one business day, prioritise in accordance with the urgency and/or seriousness of the issues raised, and either provide an immediate response where possible, or direct the complaint to the most appropriate staff member.

Within one week of receiving, we will respond to your submission using the contact details you provided either with a resolution, ask for more information, or information concerning timeframe to resolve.

Once we are able to offer a response to resolve the issue, we will communicate the actions we are able to take and reasons for our decision. Where possible we will offer you one or more reasonable options in an effort to meet your expectations.

Where you do not accept our response to a complaint

Where you do not accept the actions we are willing to take with regards to a complaint, we ask that you communicate your concerns to us and any alternative outcome that you would be happy with. We are willing to be flexible as to outcomes within a reasonable range.

If you are still not happy with what we can offer to resolve the problem, then you are welcome to ask that the issue be escalated to a senior manager within Computer Alliance for review. When escalated, we will provide the outcome of that review within a week.

If still not satisfied you may consider lodging a complaint with a government or judicial body such as the QLD Office of Fair Trading.