Dispute Resolution Process

1. Types of Disputes

Job/Payment/Quality (Hirer ↔ Worker)

Scope, timelines, workmanship, release of escrow.

Platform issues (User ↔ RateRight)

Fees charged, account actions, technical errors.

2. Standard Resolution Path (Hirer ↔ Worker)

Step 1 – Direct resolution (7 business days)

• Discuss in the Platform messages
• Share evidence (photos, time logs, messages, files)
• Try remedies: fix/redo, partial refund, timeline extension, variation

Step 2 – Platform-facilitated assistance (up to 5 business days)

• Email admin@rateright.com.au with: Job ID, parties, issue summary, evidence
• We coordinate a short, time-boxed mediation
• Escrow remains on hold pending outcome

Step 3 – Outcome

• Agreement reached: document in chat/email; instruct escrow release/refund accordingly
• No agreement: proceed to Step 4

Step 4 – External pathways

• Quality/contract disputes: consider mediation (e.g., Australian Disputes Centre) or tribunal/court as appropriate
• Worker status issues: Fair Work Commission
• Safety incidents: SafeWork NSW (mandatory reporting for notifiable incidents)
• Consumer law issues: per Australian Consumer Law avenues

3. Platform Issues (User ↔ RateRight)

• Email admin@rateright.com.au with description, screenshots, and any transaction IDs
• We aim to respond within 24 business hours (Mon–Fri, 9am–5pm AEST) and resolve or provide a plan

4. Evidence Guidelines

Supply clear, dated materials:

• Photos/videos of work, annotated if needed
• Job scope, variations, and changes in writing
• Message history, time logs, delivery receipts
• Invoices/quotes where relevant

5. Escrow & Payments (summary)

• Funds are held in escrow until completion + mutual ratings or expiry of the release window
• During a dispute, funds remain on hold until resolution or time-based release under the Payment & Escrow Terms v04

6. Conduct Rules

• Stay professional; no harassment or threats
• Provide truthful information (ACL)
• Breaches of conduct or repeated bad-faith disputes may lead to account restrictions