Complaints and Grievances PolicyTerry2025-08-13T04:25:40+00:00

Complaints and Grievances Policy

Complaints and Grievances Policy
for Consulting and E-Commerce

1. Purpose
The purpose of this policy is to outline the process for lodging, managing, and resolving complaints or grievances in relation to the services, products, and operations of Ology Pty Ltd (“Ology,” “we,” “our,” or “us”). This ensures that all concerns are addressed promptly, fairly, and in compliance with applicable Australian laws, while protecting the rights of all parties involved.

2. Scope
This policy applies to all individuals and organisations who purchase products, participate in courses, use our services, or otherwise interact with Ology Pty Ltd, whether online or in person.

3. Lodging a Complaint
Complaints may be submitted in writing via email to support@ologyeducation.com.au . A complaint should include the following information:
• Your name and contact details
• Details of the complaint, including relevant dates, times, and people involved
• Any supporting evidence

4. Acknowledgement and Review
We will acknowledge receipt of all complaints in writing within five (5) business days. Complaints will be reviewed by the relevant manager or representative, who may contact the complainant for further information.

5. Investigation and Outcome
Where required, we will investigate the matter by gathering relevant information from all parties. A written response outlining the findings and any actions to be taken will be provided within twenty (20) business days. If additional time is needed, we will inform the complainant and provide progress updates.

6. Escalation
If the complainant is dissatisfied with the outcome, they may request an internal review by a senior manager. If the matter remains unresolved, the complainant may seek independent advice or contact an external dispute resolution body such as their state’s consumer protection agency.

7. Confidentiality
All complaints will be handled in accordance with our Privacy Policy, ensuring that personal information is kept secure and used only to resolve the matter.

8. Governing Law
This policy is governed by and construed in accordance with the laws of New South Wales, Australia, including but not limited to:
• Australian Consumer Law (Competition and Consumer Act 2010 (Cth))
• Privacy Act 1988 (Cth), including the Australian Privacy Principles
• Fair Trading Act 1987 (NSW)
Any disputes arising under this policy will be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

Our Policies

Our Services

BuildOlogyadmin2025-04-30T03:49:15+00:00

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Do you dream of building or operating your own early childhood service?
BuildOlogy brings early childhood expertise into the design, build, and preparation for operating a service from the beginning.
We walk alongside those creating early childhood services—bringing clarity and confidence at every step. This includes the Council Development Application stage, where we prepare early childhood documentation in consultation with other subject matter experts. We also provide formal resolution expertise for S34 conciliation and Land and Environment Court matters when required.

GrowOlogyadmin2025-04-30T03:49:13+00:00

GrowOlogy

We walk alongside those creating early childhood services—bringing clarity and confidence at every step.
This includes the Council Development Application stage, where we prepare early childhood documentation in consultation with other subject matter experts. We also provide formal resolution expertise for S34 conciliation and Land and Environment Court matters when required.

ThriveOlogyadmin2025-04-30T03:48:51+00:00

ThriveOlogy

Support that meets your child where they are—and moves with purpose from there.
ThriveOlogy focuses on the emotional well-being and development of children and families, supporting growth through therapeutic practice and early intervention.
We connect with families to bring confidence to their role and momentum to their goals, where support can be tailored to their needs. Supporting adults to learn through reflective practices to build safe and secure practices for their children or children in their care. We offer tailored approaches including play-based support, creative and mindfulness therapies; we create space for children to explore who they are and build the skills they need to thrive.

Contact Information

Acknowledgement of Country
Ology Early Childhood Consulting would like to acknowledge the Dahrug people who are the traditional custodians of the land on which our head office is located. We pay respect to their tribal Elders, we celebrate their continuing culture and we acknowledge the memory of their ancestors.

Complaints and Grievances Policy