ComplaintsPolicy

Raise it directly first

Most problems are faster to fix than to formalise. Call or email and say what has gone wrong. A small business has no complaints department to hide behind, which cuts both ways: you get the owner, and the owner has to deal with it.

You will not be penalised for complaining, and raising an issue does not affect anything agreed in your contract.

How to raise a concern

Call or email us. It helps if you can tell us:

• ▪Your name, your business, and roughly when the work happened
• ▪What was supposed to happen and what actually happened
• ▪Which project, page or invoice it relates to
• ▪What outcome you are looking for

What happens next

We acknowledge every written complaint within two business days, from a person rather than an automated reply, confirming what we understood and who is handling it.

We aim to give you a substantive written response within ten business days. It will set out what we found, what we accept, what we do not, and what we propose to do about it. If the matter needs longer — because it involves a third-party platform, for instance — we will tell you why and give you a revised date rather than going quiet.

After any corrective work, we check back with you to confirm the issue is actually resolved.

If you are still not satisfied

Ask for the complaint to be escalated to the business owner, who will review the file personally and respond to you.

You always keep your outside options, including the Better Business Bureau and Alberta's consumer protection services. Using this policy first is not a requirement, and it does not limit your legal rights.

Privacy complaints

If your complaint is about how we handled your personal information, see our privacy policy — it explains your rights and your route of escalation to the Office of the Privacy Commissioner of Canada.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat on the next project.