Domain Registration Complaint Handling Procedure

SiteSpace strives to provide the highest levels of customer support and customer service at all times.

Should you become dissatisfied with any aspect of our domain registration service you are strongly encouraged to make use of our complaints handling procedure detailed below. The following guidelines are in keeping with AUDU policy and are for issues relating to Domain Name Registrations.

Step 1

In order to lodge a complaint, please send an email to complaints@sitespace.com.au detailing the nature of the problem you are encountering. Please supply as much information about your particular situation as possible.

SiteSpace will acknowledge receipt of your complaint and indicate the timeframe within which you can expect a response. Please note that SiteSpace may refuse to investigate a complaint that is deemed to be frivolous, abusive or offensive.

Your email will be responded by our Complaints Officer who will ensure that your problem is dealt with without delay. Our complaints officer will attempt to resolve the situation for you.

Step 2

If, after two business days, you believe that the complaints officer has been unable to resolve the issue to your satisfaction you are entitled to contact the Operations Manager of SiteSpace who will personally follow up your complaint and ensure that the situation is resolved without delay.

Step 3

If your complaint has been escalated to the SiteSpace Operations manager and you are not satisfied that your concerns have been adequately addressed, you are entitled to escalate your problem to our Domain Name Registrar by sending an email to complaints@planetdomain.com.au and following the PlanetDomain complaint procedure to completion before proceding to the next step.

Final

If after following the above steps you are still not satisfied that your concerns have been adequately addressed and if your domain name in question is a global Top Level Domain (gTLD) being either .com, .net .org, .biz or .info, you are entitled to contact ICANN and make a complaint.

If Having followed our complaints handling procedure through to completion, you are still not satisfied with the outcome, you can make a complaint to .au Domain Administration Limited (auDA) if your domain is an Australian country code (.au) domain such as .com.au,.net.au.org.au,.asn.au or id.au by completing the form on the auDA website

Both of these organizations have jurisdiction for the types of domain names listed above. Before making a complaint to auDA or ICANN, you should collect any relevant supporting documentation, such as agreements, policies, emails and other correspondence with SiteSpace and PlanetDomain.