Customer Service Standards Policy

Introduction

Grays is an Australian online auction and retail site, offering a huge range of consumer products direct from manufacturers, wholesalers, distributors and vendors. Consumers can buy quality branded products via auction and buy now format, offering consumers a convenient way to buy quality products at discount prices while providing vendors with an efficient channel to sell excess and superseded stock.

Grays are committed to providing the highest level of customer service, which includes the handling of complaints. If you are dissatisfied with the product or service you have received we want to hear from you so we can investigate your complaint and improve our service to all customers.

This statement outlines Grays procedures for handling customer complaints in relation to our products and services.
How Grays Handles Complaints
Grays aims to provide all customers a fair, efficient and accessible mechanism for the handling of complaints.

For all enquiries and complaints, our Customer Service team will be your main point of contact and will aim to resolve any issue in a fair and open minded manner.

Contact Us

  • You can contact us on our Customer Service hotline on 1300 36 25 36, Monday - Friday, 8:30 am to 5:30 pm AEST;
  • Send us an email to customerservice@grays.com.au; or
  • Send us a letter addressed to Customer Resolutions Specialist 376 Newbridge Road, Moorebank NSW 2170.
What We Will Do

Each person you deal with at Grays will identify themselves by their first name so you know whom you are speaking with, and they will provide you with a case number for your reference.
All complaints, where possible will be resolved at the first point of contact.
A verbal or written acknowledgement will be made within 2 business days of receiving your complaint and we will keep you posted as to how long we think it may take to resolve your case.

Our Customer Service Advisors have the training and authority to deal with most enquiries or issues raised at the first point of contact.

It may not always be possible to resolve your complaint on the first call, for example, if the situation requires us to look further into your matter. For complaints that cannot be resolved during the first call, we will provide you with an estimated timeframe for resolving your complaint.

Our Customer Resolution Specialist

Our Customer Resolutions Specialist is dedicated to ensuring that our Customer Service advisors are handling your complaint in a fair and efficient manner. If you feel your complaint has not been dealt with in this manner you may seek to liaise with our Resolutions Specialist to review your complaint. Where you have raised a matter with a Specialist, he or she will aim to resolve the complaint as soon as possible or within timeframes agreed to with you. The specialist will liaise with you personally.

You may wish to write to the specialist team regarding your complaint. This can be sent to:

Customer Resolutions Specialist
Grays
376 Newbridge Rd,
Moorebank, NSW 2170

Taking appeals outside of Grays

Grays seeks to ensure that its internal case management process provides an efficient way to resolve complaints in accordance with the law. If you are not satisfied with our review of your complaint or with the way in which we have handled the case, you may refer your complaint to a governing body.

The intention of our complaint process is that customers provide us with the opportunity to try to settle the issue before it is taken further.

Government Bodies according to your state

NSW - Department of Fair Trading

Victoria - Consumer Affairs Victoria

Queensland - Office of Fair Trading

Western Australia – Department of Mines, Industry Regulation and Safety, Office of Consumer Protection

Australian Capital Territory - Office of Fair Trading

Northern Territory - Office of Consumer Affairs

South Australia – Office of Consumer and Business Services

Tasmania – Consumer, Building and Occupational Services

Your Legal Rights

Nothing in this statement detracts from your rights under the standard terms and conditions of your service, the Competition and Consumer Act including the Australian Consumer Law or any other applicable laws.

You are always free to take independent action to enforce your rights; however we believe that our complaint handling process will provide a quick and effective resolution to your issue(s) raised.