Feedback and complaints
Effective date: 14 May 2024
Eastend Ventures is committed to helping our clients and doing what's right. We welcome compliments, suggestions, and complaints — particularly anything relating to a potential Privacy Act breach or concerns about how we handle personal information.
How to provide feedback or make a complaint
When you provide feedback or make a complaint, please include your name, email and/or telephone number, and a clear description of the issue. You can reach us by:
Email: feedback@eastend.vc
Phone: (08) 7093 6868
Address: Suite 601, 55 Grenfell Street, Adelaide SA 5000
Our complaints process
We aim to investigate and resolve complaints as quickly as practicable. Many can be resolved within days or on the spot.
For matters that aren't resolved straight away, we will:
- acknowledge your complaint, generally within 24 hours
- provide you with the contact details of the person handling your complaint
- keep you updated on the progress of your complaint
- give you an expected resolution timeframe — up to 30 calendar days
- communicate the final outcome of your complaint
Privacy complaints
If your complaint relates to privacy or the handling of your personal information, you can contact our Privacy Officer directly:
Email: privacy@eastend.vc
Phone: (08) 7093 6868
Address: Privacy Officer, Eastend Ventures Pty Ltd, Suite 601, 55 Grenfell Street, Adelaide SA 5000
We will respond to privacy complaints within a reasonable period of time and take any necessary steps to resolve the matter.
Escalating a complaint
If you're not satisfied with how we've handled your complaint, you can escalate it to the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Website: www.oaic.gov.au