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Complaint Policy

Complaints Management Policy

GPS Clinics Pty Ltd

  • Australian Company Number (ACN): 694 593 434
  • Registered Address: 7.04/43 Bridge Street Hurstville NSW 2220

Our Commitment

At GPS Clinics, we value feedback and take all complaints seriously. We are committed to handling complaints fairly, respectfully, and within a reasonable timeframe. Complaints help us review our services, improve communication, and maintain a high standard of patient care and support.

How to Submit a Complaint

You can submit a complaint in any of the following ways:

Email: info@globalpeptidestore.com

Phone: +013******90

Post: Global Peptide Clinics Pty Ltd, 7.04/43 Bridge Street Hurstville NSW 2220

When making a complaint, please include:
  • Your full name
  • Contact details
  • Order or appointment details, if relevant
  • A clear description of your concern
  • Any supporting documents, photos, or correspondence

Timeframes

We aim to handle complaints as quickly as possible.
Acknowledgement: Within 1 business day of receiving your complaint
Initial response: Within 3 business days

Resolution: As soon as reasonably possible, depending on the complexity of the matter
Complex complaints: If more time is needed, we will keep you updated throughout the review process

How We Review and Address Complaints

Our aim is to process and deliver your order as efficiently as possible, while keeping you informed throughout the process. Tracking details will be provided once your parcel has been dispatched.
  • Recorded and reviewed by the appropriate team member or manager
  • Assessed fairly and confidentially
  • Investigated where needed by consulting relevant staff, records, or service providers
  • Responded to in writing with the outcome and any next steps

Where appropriate, we may:

  • Explain what happened
  • Offer a correction, replacement, or other remedy
  • Provide further information or clarification
  • Make improvements to prevent the issue from happening again

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome, you may request that your complaint be escalated for internal review by senior management.
If you remain dissatisfied, you may choose to contact an external complaints body. In New South Wales, complaints about health service providers may be made to the NSW Health Care Complaints Commission. Concerns about a registered health practitioner may also be raised with AHPRA or another relevant health complaints body.

Privacy and Confidentiality

We handle complaints with care and only use personal information as reasonably necessary to review and respond to the complaint. Personal information submitted in connection with a complaint will be handled in accordance with our Privacy Policy and shared only with staff, practitioners, or service providers who need that information to assess or resolve the matter.

Policy Updates

We may update this policy from time to time to reflect changes to our processes, services, or legal obligations. The most current version of this policy will be published on our website.