Xplor Education

Complaints Policy

Xplor Education is committed to providing high-quality products and services. We value customer feedback and take complaints seriously. This Complaints Policy is intended to ensure that any complaints from our customers are handled fairly, consistently and, to the extent possible, resolved to the complainant’s satisfaction.  

This policy applies to: 

  • All Xplor Education customers using Xplor Education’s software services (including Office, QikKids, Playground, Discover and related products). 
  • All complaints relating to Xplor Education software services, including its products, services, support, billing, onboarding, account management or conduct of staff.  
  • All Xplor Education employees, contractors and partners involved in customer-facing or complaint-handling activities. 

This policy is intended to resolve complaints (as defined under this policy) and does not replace dispute resolution clauses under the contract, nor does it limit your rights under the applicable Consumer Law. 

What is a complaint? 

A complaint is an expression of dissatisfaction with our software services, including our products, services, staff or processes, for which a response or resolution is expected. 

This includes, but is not limited to: 

  • Product or system functionality concerns
  • Service delivery or support concerns
  • Billing concerns
  • Account management or communication concerns
  • Conduct or behaviour of Xplor Education staff 

The following are not considered complaints under this policy: 

  • General feedback or feature requests
  • Marketing enquiries 
  • Issues that are already in active resolution through our standard support workflows (unless escalated as dissatisfaction) 
  • Any complaints relating to Xplor Education Payment Services 

For complaints relating to our Payment Services, please refer to our External Dispute Resolution process:  

How to make a complaint 

You can lodge a complaint with Xplor Education by: 

Please provide as much detail as possible so we can investigate your matter promptly. We will contact you if we require further information in order to resolve your complaint.  

All Xplor Education staff who receive a complaint are responsible for ensuring it is logged in our CRM and progressed in line with this policy. 

Internal notification and ownership 

Where a complaint is received, the relevant Xplor Education Team Leader will be informed, and oversight will be assigned based on the nature of the complaint. For example: 

  • Complaints raised via support will be notified to the Support Team Leader;
  • Complaints relating to Customer Success or Account Management will be notified to the relevant CSM or AM Team Leader. 

Where a complaint spans across multiple teams or involves broader operational, commercial or risk considerations, relevant leaders across those teams will be informed to ensure coordinated investigation and resolution. 

What happens next? 

  • We will acknowledge your complaint within 2 business days.
  • We aim to review, investigate and respond to complaints within 10 business days.
  • If your complaint is complex and cannot be resolved within the above timeframe, we will keep you informed of progress and expected timeframes.
  • If you are not satisfied with our response, you may request escalation to a senior leader of Xplor Education.  

Our commitment 

We will: 

  • Handle your complaint fairly, objectively and in good faith 
  • Treat you with respect and courtesy
  • Not disadvantage you for raising a complaint 
  • Ensure your personal information is handled in accordance with our Privacy Policy, and applicable privacy laws. 

Continuous Improvement 

Xplor Education uses complaint insights to: 

  • Improve customer experience 
  • Enhance product and service quality 
  • Refine internal processes and training 

If you have any questions or concerns about this policy, you may contact us at support@myxplor.com.