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  • COMPLAINTS

Complaints &
Support

At Envoke AI we aim to resolve all customer concerns quickly and fairly.

On this page

1. Policy Objective

2. Complaint Submission Procedure

3. Response Timeframes & Service Levels

4. Refund Processing

5. Escalation Protocol

6. Documentation & Audit Trail

7. Regulatory Compliance
 

1. Policy Objective

Envoke AI is committed to maintaining the highest standards of customer service and dispute resolution. This policy establishes a transparent, fair, and efficient framework for receiving, investigating, and resolving customer complaints in compliance with industry best practices and regulatory requirements.

2. Complaint Submission Procedure

Customers may submit complaints through the following official channel:

Email: support@envokeai.com.au

Required Information:

  • Customer name and contact details
  • Order or account reference number (if applicable)
  • Detailed description of the complaint
  • Supporting documentation or evidence
  • Preferred resolution outcome

3. Response Timeframes & Service Levels

Phase Time frame Deliverable

  • Initial Acknowledgment: 1 Business Day . Written confirmation of receipt and case reference number
  • Preliminary Investigation5 business days. Substantive response or status update
  • Final Resolution10 business days. Comprehensive resolution or escalation notification

4. Refund Processing

Approved refunds are processed to the original payment method within 5–10 business days from approval date, in accordance with payment processor protocols.

5. Escalation Protocol

Should initial resolution attempts prove unsuccessful, complaints are escalated to senior management for comprehensive review and investigation. All escalated matters receive documented analysis and formal written response.

6. Documentation & Audit Trail

Envoke AI maintains:
  • Detailed service logs and transaction records
  • Complete complaint documentation
  • Investigation findings and resolution outcomes
  • Audit trails for regulatory compliance and dispute resolution support

7. Regulatory Compliance

This policy aligns with industry standards for consumer protection and fair dispute resolution practices.