QUEENS COMPLAINTS HANDLING POLICY

Date last modified: [21/09/2026]

This Complaints Handling Policy applies to QUEENS MOTORS PTY LTD, trading as QUEENS / Q.Pipeline.

QUEENS is committed to handling complaints fairly, reasonably and efficiently.

1. What is a complaint?

A complaint is an expression of dissatisfaction about QUEENS, its Platform, Services or the way QUEENS has handled Personal Information, Customer communications or a previous complaint, where a response or resolution is requested or reasonably expected.

A complaint may relate to matters such as:

  • use or handling of Personal Information;

  • SMS or other Customer communications;

  • STOP or unsubscribe handling;

  • access to or correction of Personal Information;

  • Platform operation;

  • account access;

  • billing;

  • service availability;

  • data accuracy; or

  • conduct by QUEENS personnel.

Complaints primarily concerning a dealership, Dealer Offer, Vehicle transaction or dealership staff may be referred to the relevant Dealer.

2. How to make a complaint

A complaint may be submitted by email to:
info@thisisqueens.com.au

Please provide enough information for QUEENS to understand and investigate the complaint, including where relevant:

  • your name and contact details;

  • the dealership involved;

  • the relevant Vehicle or communication;

  • what happened;

  • when it happened; and

  • the outcome you are seeking.

There is no fee for making a complaint.

3. How we handle complaints

QUEENS will:

  • acknowledge a complaint within a reasonable period;

  • assess the nature and seriousness of the complaint;

  • investigate where necessary;

  • request further information where reasonably required;

  • consider an appropriate resolution; and

  • communicate the outcome to the complainant.

QUEENS will aim to resolve straightforward complaints as soon as reasonably practicable.

Privacy complaints will generally be responded to within 30 days, where practicable.

Where more time is required, QUEENS may contact the complainant to explain the delay and expected timeframe.

4. Privacy complaints

If a complaint concerns the handling of Personal Information, QUEENS will assess the matter under applicable Privacy Laws and the QUEENS Privacy Policy.

This may include complaints concerning:

  • collection or use of Personal Information;

  • disclosure of Personal Information;

  • security;

  • access or correction requests;

  • overseas disclosure;

  • Customer messaging;

  • opt-outs and suppression; or

  • a suspected privacy breach.

Where the issue primarily concerns Personal Information collected or controlled by a Dealer, QUEENS may refer the matter to that Dealer and cooperate as reasonably necessary.

5. Messaging and spam complaints

Where a complaint concerns SMS, email or another Commercial Electronic Message, QUEENS may review:

  • which Dealer authorised the message;

  • the consent basis relied upon;

  • the message content;

  • sender identification;

  • prior opt-out history;

  • suppression status; and

  • relevant messaging-provider records.

QUEENS may suspend further applicable communications while a serious complaint is investigated.

6. Complaints involving Dealers

QUEENS provides technology to automotive dealerships and does not control every interaction between a Dealer and its Customers.

Complaints concerning:

  • Dealer staff;

  • Dealer Offers;

  • Vehicle purchases or sales;

  • finance;

  • service work; or

  • dealership representations

may be referred to the relevant Dealer.

QUEENS will remain responsible for complaints relating to its own conduct, systems and handling of Personal Information.

7. Escalation

If you are not satisfied with QUEENS' response, you may ask for the complaint to be reviewed by a senior QUEENS representative.

For privacy complaints, if you remain dissatisfied after giving QUEENS a reasonable opportunity to respond, you may be able to complain to the Office of the Australian Information Commissioner (OAIC).

OAIC generally expects an individual to first complain to the organisation and give it a reasonable period to respond.

8. Records and improvement

QUEENS may keep records of complaints and their outcomes where reasonably necessary for:

  • resolving the complaint;

  • legal and compliance requirements;

  • identifying recurring issues;

  • improving the Platform or Services; and

  • preventing similar issues from recurring.

Complaint records will be handled in accordance with the QUEENS Privacy Policy.

9. Contact

Queens Motors Pty Ltd
QUEENS / Q.Pipeline
Brisbane, Queensland, Australia

Email: info@thisisqueens.com.au