{"id":256,"date":"2026-10-01T10:09:38","date_gmt":"2026-10-01T00:09:38","guid":{"rendered":"https:\/\/novameds.health\/au\/complaints\/"},"modified":"2026-10-01T23:02:24","modified_gmt":"2026-10-01T13:02:24","slug":"complaints","status":"publish","type":"page","link":"https:\/\/novameds.health\/au\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"<header class=\"info-head\">\n\t<ol class=\"crumbs\" aria-label=\"Breadcrumb\">\n\t\t<li><a href=\"https:\/\/novameds.health\/au\/\">Home<\/a><\/li>\n\t\t<li aria-current=\"page\">Complaints<\/li>\n\t<\/ol>\n\t\t<h1 class=\"nm-page__title\">Complaints<\/h1>\n\t<p class=\"lead\">We take complaints seriously and use them to improve our service.<\/p><p class=\"lead\">If something has not gone as expected, please contact us and we will review the matter as quickly and fairly as possible.<\/p>\t<p class=\"info-head__note\"><svg class=\"icon \" aria-hidden=\"true\"><use href=\"#i-clock\"\/><\/svg>We aim to acknowledge customer enquiries within 24 hours.<\/p>\t\t<\/header>\n\n\n<section class=\"info-block\" id=\"how-to-make-a-complaint\">\n\t\t<h2 class=\"info-block__title\">How to make a complaint<\/h2>\t<div class=\"info-block__text\"><p>You can submit a complaint by contacting NovaMeds support.<\/p><p>Please provide as much relevant information as possible so that we can investigate the issue efficiently. Where applicable, include:<\/p><ul><li>your full name;<\/li><li>the order or request reference;<\/li><li>the email address or Telegram contact used for the order;<\/li><li>the product concerned;<\/li><li>a description of what happened;<\/li><li>relevant dates;<\/li><li>photographs or supporting documents where relevant;<\/li><li>the outcome or solution you are seeking.<\/li><\/ul><\/div>\n\t\t\t<p class=\"info-block__link\">\n\t\t\t\t\t\t\t<a class=\"more\" href=\"https:\/\/novameds.health\/au\/contact\/\">Contact NovaMeds <svg class=\"icon icon--sm\" aria-hidden=\"true\"><use href=\"#i-arrow\"\/><\/svg><\/a>\n\t\t\t\t\t<\/p>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"what-happens-next\">\n\t<h2 class=\"info-block__title\">What happens next<\/h2>\t<ol class=\"info-steps\">\n\t\t\t\t\t<li class=\"info-step\">\n\t\t\t\t<span class=\"info-step__num\" aria-hidden=\"true\">1<\/span>\n\t\t\t\t<div class=\"info-step__body\">\n\t\t\t\t\t<h3>Complaint received<\/h3>\n\t\t\t\t\t<div class=\"info-block__text\"><p>We record your complaint and review the information provided.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"info-step\">\n\t\t\t\t<span class=\"info-step__num\" aria-hidden=\"true\">2<\/span>\n\t\t\t\t<div class=\"info-step__body\">\n\t\t\t\t\t<h3>Initial review<\/h3>\n\t\t\t\t\t<div class=\"info-block__text\"><p>A NovaMeds team member will assess the issue and may contact you if additional information is required.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"info-step\">\n\t\t\t\t<span class=\"info-step__num\" aria-hidden=\"true\">3<\/span>\n\t\t\t\t<div class=\"info-step__body\">\n\t\t\t\t\t<h3>Investigation<\/h3>\n\t\t\t\t\t<div class=\"info-block__text\"><p>Where necessary, we may need to obtain information from the pharmaceutical distribution partner, delivery provider, telemedicine provider or another service involved in your request.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"info-step\">\n\t\t\t\t<span class=\"info-step__num\" aria-hidden=\"true\">4<\/span>\n\t\t\t\t<div class=\"info-step__body\">\n\t\t\t\t\t<h3>Response<\/h3>\n\t\t\t\t\t<div class=\"info-block__text\"><p>Once the relevant information has been reviewed, we will explain the outcome and any action that can be taken.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/li>\n\t\t\t<\/ol>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"delivery-or-product-issues\">\n\t\t<h2 class=\"info-block__title\">Delivery or product issues<\/h2>\t<div class=\"info-block__text\"><p>If your complaint concerns a damaged parcel, damaged product, incorrect item or missing item, please contact us as soon as possible.<\/p><p>Where relevant, provide photographs of the parcel, packaging and affected products.<\/p><\/div>\n\t\t\t<p class=\"info-block__link\">\n\t\t\t\t\t\t\t<a class=\"more\" href=\"https:\/\/novameds.health\/au\/cancellations-returns-refunds\/\">Cancellations, Returns &amp; Refunds <svg class=\"icon icon--sm\" aria-hidden=\"true\"><use href=\"#i-arrow\"\/><\/svg><\/a>\n\t\t\t\t\t<\/p>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"payment-issues\">\n\t\t<h2 class=\"info-block__title\">Payment issues<\/h2>\t<div class=\"info-block__text\"><p>If your complaint concerns a payment, include the order reference, payment date, amount and payment method used.<\/p><p>Do not send full card numbers, passwords, security codes or other sensitive authentication information.<\/p><\/div>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"medical-or-prescription-matters\">\n\t\t<h2 class=\"info-block__title\">Medical or prescription matters<\/h2>\t<div class=\"info-block__text\"><p>NovaMeds customer support cannot overturn an independent clinical decision made by a healthcare professional.<\/p><p>If your complaint concerns a telemedicine assessment, prescription decision or other clinical matter, NovaMeds can help identify the appropriate provider or contact point for the issue to be reviewed.<\/p><\/div>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"pharmaceutical-distribution\">\n\t\t<h2 class=\"info-block__title\">Pharmaceutical distribution<\/h2>\t<div class=\"info-block__text\"><p>Where a complaint concerns fulfilment or pharmaceutical distribution, NovaMeds may need to refer the matter to our pharmaceutical distribution partner for investigation.<\/p><p>Current partner: PharmaMed International Sh.p.k., Authorised Pharmaceutical Distribution Partner. Its registered details are listed on our Contact page.<\/p><\/div>\n\t\t\t<p class=\"info-block__link\">\n\t\t\t\t\t\t\t<a class=\"more\" href=\"https:\/\/novameds.health\/au\/contact\/#pharmaceutical-distribution-partner\">Partner details on the Contact page <svg class=\"icon icon--sm\" aria-hidden=\"true\"><use href=\"#i-arrow\"\/><\/svg><\/a>\n\t\t\t\t\t<\/p>\n\t\t<\/section>\n\n\n<section class=\"info-block\" id=\"your-information\">\n\t\t<h2 class=\"info-block__title\">Your information<\/h2>\t<div class=\"info-block__text\"><p>Information provided as part of a complaint will be used to investigate and respond to the issue and handled in accordance with our Privacy Policy.<\/p><\/div>\n\t\t\t<p class=\"info-block__link\">\n\t\t\t\t\t\t\t<a class=\"more\" href=\"https:\/\/novameds.health\/au\/privacy-policy\/\">Privacy Policy <svg class=\"icon icon--sm\" aria-hidden=\"true\"><use href=\"#i-arrow\"\/><\/svg><\/a>\n\t\t\t\t\t<\/p>\n\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>We take complaints seriously and use them to improve our service.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-info","meta":{"footnotes":""},"class_list":["post-256","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/pages\/256","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/comments?post=256"}],"version-history":[{"count":1,"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/pages\/256\/revisions"}],"predecessor-version":[{"id":275,"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/pages\/256\/revisions\/275"}],"wp:attachment":[{"href":"https:\/\/novameds.health\/au\/wp-json\/wp\/v2\/media?parent=256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}