Our approach
MMIO treats a complaint as information that can identify a product, billing, privacy, accessibility, safety or service failure. You will not lose ordinary access or be treated adversely merely because you make a genuine complaint.
How to complain
Email support@mymindisok.com with:
- your account email or invoice identifier;
- what happened and when;
- the page, product or transaction involved;
- any steps already taken;
- the outcome you are seeking.
Do not send full payment-card details, passwords, verification codes, extensive medical records or another person’s confidential information. If sensitive evidence is genuinely needed, ask for a safer submission method.
What we aim to do
- Acknowledge: aim to acknowledge within two business days.
- Triage: identify urgent safety, privacy, security, payment or accessibility issues and preserve relevant records.
- Investigate: review the applicable policy version, product logs that lawfully exist, transaction data and release records.
- Respond: aim to provide a reasoned response or progress update within ten business days. Complex matters may take longer; we will explain why and provide a further update date.
- Review: a person not responsible for the original decision should review a contested decision where reasonably practicable.
These are service targets, not a waiver of a shorter statutory deadline or a promise that every complex matter can be resolved within ten days.
Possible outcomes
Outcomes may include explanation, correction, restoration, accessibility assistance, content amendment, security action, apology, account adjustment, resupply, refund or another remedy required by law. A complaint can also be unsubstantiated; if so, we will explain the available evidence and review route.
Privacy and health-information complaints
Privacy matters are handled under the Privacy Policy. Where applicable, you may complain to the Office of the Australian Information Commissioner after first giving MMIO a reasonable opportunity to respond. A State or Territory privacy, health-records or health-complaints body may also have jurisdiction.
Consumer and billing disputes
You may seek information from your State or Territory consumer-protection agency. The Australian Competition and Consumer Commission provides consumer guidance but does not resolve every individual dispute. Court, tribunal and card-dispute rights remain available where applicable.
Before legal proceedings
Except for urgent relief, regulatory reports, limitation deadlines, card rights or non-excludable remedies, the parties should first exchange a written description of the dispute and make a genuine attempt to resolve it. This is intended to reduce cost, not to prevent access to a regulator, tribunal or court.
Records and non-retaliation
MMIO maintains a complaint register containing the minimum information needed to investigate, respond, identify trends and defend or resolve claims. Records are access-controlled and retained under the internal schedule. Good-faith complainants are not retaliated against. Deliberate threats, abuse or fraudulent evidence may be managed under the Acceptable Use Policy without defeating a legitimate underlying complaint.
Contact and version
Complaints contact: support@mymindisok.com
Operator: My Mind Is Ok trading as My Mind Is Ok (ABN 35903228833)
Policy version 2026.09.1, effective 6 September 2026.