Last updated: 20 September 2026
If we've got something wrong, been unfair, or mishandled your information, we want to hear it directly. A complaint that reaches us is worth more than one that doesn't.
This page sets out how to make one, what we do with it, and what to do if our answer doesn't satisfy you.
What this page covers
Use it for any of these:
- Accuracy — a fact, price, plan name or claim in a published piece is wrong. (A straight factual error is usually faster as a correction — see the Editorial and Corrections Policy.)
- Fairness — a review, comparison or roundup treated a product or a person unfairly, or left out something material.
- Independence — you think a commercial relationship influenced something we published.
- Conduct — how we behaved in dealing with you.
- Privacy — how we collected, used, stored or disclosed your personal information.
- Accessibility — something on the site was unusable for you. See the Accessibility Statement.
How to complain
Email adam@theaidirectory.com.au with COMPLAINT in the subject line.
Tell us:
- What you're complaining about, and the URL if it's a published piece.
- What specifically is wrong or unfair, quoting the passage where you can.
- What you'd like us to do about it.
- How to reach you.
Plain email is fine. You don't need a lawyer, a template or a formal tone to be taken seriously.
What we do with it
One editor reads and answers every complaint. There is no queue to be lost in and no team to be passed between.
- Acknowledgement within two business days. You'll know it arrived and who has it.
- A substantive response within 30 days, and usually much sooner. If a complaint needs a full re-verification against vendor sources, we'll tell you that and give you a date.
- We check it properly. For an accuracy complaint, that means going back to the primary source — the vendor's own page — not defending what we wrote.
- We tell you the outcome and the reason. If we agree with you, we say so and fix it. If we don't, we say why, rather than going quiet.
If we were wrong, the fix is public: a dated correction on the affected piece, saying what was wrong and what it now says. If a score or a Top Pick moved because of it, we say what it was before.
We don't ask complainants to sign anything, and we don't trade a correction for silence.
Complaints about privacy
Privacy complaints get the same inbox and the same timeframes. Our Privacy Policy sets out what we collect and your rights to access, correct or delete it.
If you're not satisfied with how we've handled a privacy complaint, you can take it to the Office of the Australian Information Commissioner (OAIC):
- oaic.gov.au
- 1300 363 992
The OAIC generally asks that you complain to us first and give us a reasonable chance to respond.
Editorial complaints — where escalation stands
We'll be straight about this. We are not currently a member of an external press-complaints body, so there is no independent editorial ombudsman above us today.
That means an editorial complaint ends with the editor, and the accountability is his name on every piece. If we join an external complaints scheme, we'll name it on this page.
Two things you can always do instead. Ask us to publish your response alongside the piece. And hold us to the public record of what we changed and when.
If we can't agree
Sometimes a complaint is a disagreement rather than an error. A score you think is too low, a verdict you'd have written differently, a tool you think we were too hard on.
We won't change a verdict because someone objected to it. We will publish your objection if it's substantive and you want it published. We'll say plainly that we considered it and stood by the piece.
Nothing here affects any right you have under Australian law.
Last reviewed: 20 September 2026. This page is reviewed every six months. Next review due: 20 March 2027.
Update history
- 20 Sep 2026 — First version. Brings the complaints route out of the Privacy Policy into a page a reader can actually find, and states the editorial escalation position honestly.