/ customer rights and complaints policy /

Customer Rights and Complaints Policy

Version 1.0 - July 2026

1. Purpose

This policy explains how Technical Alliance handles statutory customer rights, warranty issues and complaints. It replaces the former retail-style Consumer Policy.

Technical Alliance is Venue Form Pty Ltd as trustee for the Venue Form Unit Trust (ABN 95 698 680 921), trading as Technical Alliance. TA CONNECT support agreements are provided by TA Connect Holdings Pty Ltd (ACN 685 830 433) as trustee for the TA Connect Unit Trust (ABN 14 273 312 761); a TA CONNECT agreement will identify the responsible supplier.

This policy is general information. The Australian Consumer Law and other mandatory laws prevail if they give a customer greater rights.

2. Business customers may have consumer rights

Technical Alliance primarily supplies businesses and institutions. A business can still be a consumer under the Australian Consumer Law when the statutory tests are met, including for many acquisitions costing less than the statutory threshold or for goods or services ordinarily acquired for personal, domestic or household use.

The application of the Australian Consumer Law depends on the transaction, the goods or services and the purpose of acquisition. Nothing in our proposals, contracts, warranties or this policy excludes a right that cannot lawfully be excluded.

3. Consumer guarantees

Where the Australian Consumer Law applies, goods and services come with automatic guarantees. Depending on the transaction, these can include guarantees that:

  • goods are of acceptable quality, match their description and are fit for a disclosed purpose;
  • services are provided with due care and skill;
  • services are fit for a purpose or achieve a result made known to the supplier, where that guarantee applies; and
  • services are supplied within a reasonable time if no time is fixed.

These guarantees operate independently of any manufacturer’s warranty, express warranty or support plan.

4. Remedies

The available remedy depends on the nature of the failure and the law. It may include inspection, repair, replacement, re-performance of services, cancellation, refund or compensation for reasonably foreseeable loss.

For a problem that can be remedied and is not a major failure, the supplier is generally entitled to a reasonable opportunity to provide the remedy. For a major failure, the customer may have additional choices under the Australian Consumer Law.

We will not impose a fixed reporting deadline, original-packaging condition or manufacturer’s-warranty process that unlawfully removes statutory rights. Prompt notice helps us investigate, preserve evidence and minimise disruption.

5. Manufacturer warranties and third-party products

Some equipment is supplied with a manufacturer’s warranty. We may ask for serial numbers, diagnostic information, site access and reasonable cooperation so the issue can be assessed.

A manufacturer’s warranty is additional to any non-excludable statutory rights. We will not represent that a customer must deal only with the manufacturer where Technical Alliance or the TA CONNECT operator has a legal responsibility as supplier.

6. Change of mind, scope changes and cancellation

Because our work is scoped, procured and scheduled for a project, there is no general change-of-mind return or cancellation right unless:

  • the written agreement provides one;
  • we agree in writing; or
  • a mandatory law gives the right.

Approved scope changes, cancellation costs, restocking charges, committed labour and specially ordered equipment are governed by the relevant written agreement, subject to the Australian Consumer Law and unfair contract term laws where applicable.

7. Making a warranty or consumer-guarantee claim

Contact the entity named on the quotation, invoice, proposal or support agreement. To help us assess the issue, provide where available:

  • your organisation and contact details;
  • the project, invoice, purchase order or support reference;
  • a clear description of the issue and when it began;
  • the outcome you are seeking;
  • photographs, logs, error messages or serial numbers that do not expose passwords or sensitive information; and
  • safe access to inspect or test the relevant system, where reasonably required.

We may request proof of purchase or authority to act for the customer. We will assess the claim fairly and will not require information that is unnecessary or disproportionate.

8. Complaints process

Send complaints to hello@technicalalliance.com.au or call 1300 650 144. We will:

  • record the complaint and identify the responsible entity;
  • acknowledge it promptly, normally within two business days;
  • gather relevant documents and speak with the people involved;
  • explain our proposed resolution or next step; and
  • keep you informed if a technical, supplier or insurer investigation takes longer.

We aim to provide an initial substantive response within 10 business days. Complex project or technical disputes may take longer. This target does not reduce any statutory right or contractual notice requirement.

9. Escalation and external assistance

If a complaint is not resolved, ask for it to be escalated to the Managing Director. The parties may also agree to senior-level negotiation or mediation in Perth, without preventing urgent court relief or a statutory right.

Western Australian customers may seek information from Consumer Protection within the Department of Energy, Mines, Industry Regulation and Safety. The Australian Competition and Consumer Commission publishes guidance but does not resolve individual disputes. A court or tribunal may be available depending on the claim.

10. Contact

Technical Alliance / privacy and complaints contact

Email: hello@technicalalliance.com.au

Telephone: 1300 650 144

Post: U2 / 14–16 Sundercombe Street, Osborne Park WA 6017