Whilst our aim is to provide efficient and professional service and to obtain results, we do acknowledge that sometimes even the best systems, products and services can fail.
TMIS has a formal complaint handling process to ensure that complaints are handled in a reasonable, simple and easy manner within an appropriate time frame.
If you have a complaint about the way in which our services have been provided / conducted, then you should write to our Complaints Handling Officer:
Trademark Investigation Services
PO Box 397
Hamilton Central QLD 4007
Email Address: firstname.lastname@example.org
To ensure that we can deal with your complaint effectively and efficiently we require that you provide us with the following information:
- Your name, address and phone number;
- Your reference number which we supply to you;
- Our client’s name (if we were not conducting work on your behalf); and
- Sufficient detail about the complaint so that we can undertake an investigation (e.g. nature of the complaint, dates, names, amounts, phone numbers, reference numbers).
If your complaint is rejected then we will notify you in writing and will give you our reasons for that rejection and explain your further options. These will include referring the matter to the Office of Fair Trading, seeking legal advice, or agreeing with us to voluntarily refer the matter to a mediator.