ComplaintsPolicy

Say it to us first

Most things are quicker to fix than to formalise. Phone or email and describe what went wrong. There is no complaints department here to be passed around — which cuts both ways, because you get the owner and the owner has to deal with it.

Complaining costs you nothing. It does not affect anything already agreed and it will not be held against you.

What to include

Phone or email. It moves faster if you can tell us:

• ▪Your name, your business, and roughly when the work happened
• ▪What was supposed to happen, and what happened instead
• ▪Which project, page or invoice it concerns
• ▪What you would like done about it

The timelines we hold ourselves to

Every written complaint is acknowledged within two business days, by a person rather than an autoresponder, confirming what we understood and who has it.

A substantive written answer follows within ten business days: what we found, what we accept, what we do not, and what we intend to do. If it genuinely needs longer — a third-party platform is involved, say — you get told why and given a new date. You do not get silence.

After any corrective work we come back to check it actually fixed the thing, rather than assuming.

If that does not settle it

Ask for it to go to the business owner, who will go through the file personally and answer you directly.

Your outside options stay open the whole time, including the Better Business Bureau and Alberta's consumer protection services. Using this policy first is not required and does not limit your legal rights.

If it is about your data

Complaints about how we handled personal information are covered in the privacy policy, which sets out your rights and the route of escalation to the Office of the Privacy Commissioner of Canada.

Afterwards

What was raised and how it ended up gets written down, and those records get read back, so the same fault does not turn up again on the next project.