Complaints Policy

Overview

This policy sets out how you can make a complaint about Tasman Vision (trading as Voke Eyewear) or our products, services, staff, or the way we handle complaints. It also explains how we manage complaints and the steps you can take if you are not satisfied with our response.

At Voke, we are committed to providing high-quality eyewear and customer service. We will always treat you with respect, and we expect our staff to be treated respectfully in return.

This policy was last updated on 10 September 2025.

What is a Complaint

A complaint is an expression of dissatisfaction made to or about Voke, our eyewear products, our services, our staff, or the handling of a previous complaint, where a response or resolution is expected or legally required.

How to Make a Complaint

You can make a complaint to us:

• Through our website: https://voke.com.au/customer-care

• By email: support@voke.com.au
  

When making a complaint, please include:

• Your full name

• Your preferred communication method and contact details

• If you need any special assistance

• A clear description of your concern

• The outcome you are seeking

If You Need Help to Make a Complaint

If you need help, you may ask someone you trust (such as a friend, family member, or support person) to represent you. We will need your permission to speak with them on your behalf.

How We Deal with Complaints

Acknowledgement
We will acknowledge your complaint within 24 hours of receiving it. We will use the same method you used to contact us unless you specify another preference.

Investigation
If your complaint cannot be resolved immediately, we will investigate the matter thoroughly and may request additional details.

Resolution
We aim to resolve complaints within 30 days. If your complaint is complex or there are circumstances beyond our control that may delay resolution, we will let you know in writing.

If we reject your complaint, our response will explain our reasoning in detail so that you can clearly understand our decision.

Requesting Updates

You may request updates on the status of your complaint at any time by contacting our customer care team.

Options for Redress

Depending on the circumstances, possible outcomes may include an apology, a clear explanation of what happened, a refund, an exchange or store credit, the repair or replacement of eyewear, the waiver of certain fees or charges, or a goodwill gesture.

Escalating a Complaint

If you are not satisfied with how we have handled your complaint or the outcome, you may escalate the matter to the Australian Competition and Consumer Commission (ACCC) or the Office of Fair Trading in your state or territory.

Contacting the ACCC

You can contact the ACCC:

• Phone: 1300 302 502

• Mail: GPO Box 3131, Canberra ACT 2601

• Online: www.accc.gov.au