Consumer Guarantees and Complaints Policy
1. Purpose of this policy
This Consumer Guarantees and Complaints Policy explains:
- The rights you have under the Australian Consumer Law (ACL)
- The standards we aim to meet when providing our drone services
- The remedies that may be available if something goes wrong
- How you can raise a concern or complaint, and how we will respond.
This policy applies to all services supplied by All Altitudes Drones (an Appenzeller Group business) to consumers and business customers in Australia.
2. Our commitment to you
We are committed to:
- Providing professional drone services that are safe, lawful and fit for purpose
- Meeting our obligations under the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law
- Handling complaints in a fair, timely and transparent way
- Using feedback to improve our services and processes.
Nothing in this policy is intended to exclude, restrict or modify any rights you have under the Australian Consumer Law that cannot be excluded.
3. Your rights under the Australian Consumer Law
When you purchase services from All Altitudes Drones, you are entitled to consumer guarantees under the Australian Consumer Law. In summary, these guarantees include that our services will be:
1. Provided with due care and skill
2. Fit for the purpose you made known
3. Provided within a reasonable time, where no specific timeframe is agreed.
These guarantees apply in addition to any rights you may have under our other policies and any warranties we expressly provide in writing.
4. How to raise a concern or complaint
If you have a concern, feedback or complaint about our services, please contact us as soon as possible so we can investigate and work with you on a solution.
You can contact us by:
- Email: info@allaltitudesdrones.com.au
- Phone: 1800 757 988
- Using the contact form on our Contact page.
To help us respond quickly, please include your name, organisation (if applicable), contact details, booking or project reference (if you have one), a clear description of the issue, and what outcome you are seeking.
For formal complaints, please use our primary channels:
- Email: info@allaltitudesdrones.com.au
- Phone: 1800 757 988
- Contact form on our Contact page.
We aim to acknowledge your complaint within 2 business days and provide an initial response within 10 business days, depending on the complexity of the matter.
If you are not satisfied with our response, you may request an internal review or seek assistance from your local state or territory consumer protection agency (for example, NSW Fair Trading or Consumer Affairs Victoria) or the ACCC.
Effective date: 8 September 2026