Complaints
Complaints Handling
Last updated: 13 June 2026
We take complaints seriously and aim to resolve them fairly and quickly. This page explains how to raise a concern and what to do if you're not satisfied with our response.
1. How to make a complaint
Email complaints@mypockethr.com.au with:
- Your account email address.
- A clear description of what happened and when.
- What outcome you're looking for.
- Any screenshots or supporting information.
2. Our response timeframes
- Acknowledgement within 2 business days.
- Substantive response within 15 business days for most matters. Complex matters may take longer — we'll let you know.
3. Escalation inside My PocketHR
If you're not satisfied with the initial response, you can ask for the matter to be escalated to the founder by replying to our response and asking for "internal escalation".
4. External avenues
- Privacy complaints: if you believe we have mishandled personal information and we haven't resolved it to your satisfaction, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
- Consumer complaints: your state or territory consumer affairs / fair trading body, or the ACCC.
- Workplace law concerns: the Fair Work Ombudsman on 13 13 94 or fairwork.gov.au.
5. Confidentiality
We treat complaint details as confidential and use them only to investigate and respond. See our Privacy Policy for more.