Contact & Complaints Policy
Get Pingy Pty Ltd trading as Get Pingy is committed to responding to enquiries and complaints promptly. This page describes how to contact us and how complaints are handled.
1. General enquiries
Email hello@getpingy.com.au. We aim to acknowledge enquiries within 2 business days.
2. Customer support
For technical help and account support, email support@getpingy.com.au. We aim to respond within 1 business day.
3. Billing complaints
Email support@getpingy.com.au with the account email, invoice or charge date, amount and a description of the issue. We will investigate and respond within 10 business days.
4. Privacy complaints
Send a written complaint to hello@getpingy.com.au marked "Privacy complaint". We will acknowledge within 5 business days and respond within 30 days. If you are not satisfied with our response you may contact the Office of the Australian Information Commissioner (OAIC).
5. SMS or spam complaints
See our Opt out page. Recipients can also report concerns to the Australian Communications and Media Authority (ACMA).
6. Service complaints
Describe the issue and any relevant times, numbers or messages. We will investigate and respond within a reasonable time — typically 10 business days.
7. Escalation
If you are unhappy with our response, ask for the complaint to be escalated to a senior representative. External regulators may include the OAIC, ACMA, the Telecommunications Industry Ombudsman (for eligible telecommunications complaints) or the Australian Competition and Consumer Commission.
8. Response times
Timeframes above are targets, not guarantees. Where a complaint is complex we will keep you updated on progress.