Dispute Resolution Procedure

Last updated: June 2026

1. Purpose

Sea Spray Marine is committed to resolving any complaints or disputes promptly, fairly, and professionally. This procedure outlines the steps available to clients and other parties to raise and resolve concerns. We value our client relationships and treat all feedback

seriously.

2. Scope

This procedure applies to disputes arising from:

the quality or outcome of detailing, polishing, or maintenance services;
damage claims relating to services performed on a vessel;
billing, invoice, or payment disputes;
cancellation or refund decisions; and
conduct of Sea Spray Marine staff or contractors.

3. Step 1 — Informal Resolution

We encourage all parties to first raise any concern informally, as most issues can be

resolved quickly through direct communication.

3.1 Contact Sea Spray Marine directly via:

Email: [email protected]
Phone: 0426 733 197

3.2 Please provide the following information when raising a concern:

your name and contact details;
the date and nature of the service performed;
a description of your concern or complaint; and
any supporting evidence (photographs, invoices, correspondence).

3.3 Sea Spray Marine will acknowledge your concern within 2 business days and aim to

provide a response or resolution within 7 business days.

4. Step 2 — Formal Written Complaint

If your concern is not resolved through informal contact, you may submit a formal written complaint.

4.1 Submit your complaint in writing to: [email protected] with the subject line 'Formal Complaint'.

4.2 Your complaint should include:

a clear description of the issue and the resolution you are seeking;
all relevant dates, invoices, and supporting documentation; and
the outcome of any previous informal discussions.

4.3 Sea Spray Marine will acknowledge your formal complaint within 2 business days and provide a written response within 14 business days. Where the matter is complex, we will advise you of the expected timeframe.

5. Step 3 — Mediation

If the dispute is not resolved following the formal complaint process, either party may request mediation through a mutually agreed independent mediator. Mediation costs will be shared equally unless otherwise agreed.

Suitable mediation services include:

Dispute Resolution Branch, Queensland Department of Justice and Attorney-General (www.qld.gov.au/law/mediation)
Resolution Institute (www.resolution.institute)

6. Step 4 — External Bodies

If mediation is unsuccessful or not agreed to, parties may escalate to:

Queensland Civil and Administrative Tribunal (QCAT) for disputes under $25,000 (www.qcat.qld.gov.au)
Queensland Supreme or District Court for higher value claims
Australian Competition and Consumer Commission (ACCC) for matters involving the Australian Consumer Law (www.accc.gov.au)
Office of Fair Trading Queensland (www.qld.gov.au/oft)

7. Damage Claims — Specific Process

7.1 All damage claims must be reported to Sea Spray Marine within 48 hours of service completion.

7.2 Claims must be submitted in writing with photographic evidence.

7.3 Sea Spray Marine will inspect the vessel and investigate the claim within 5 business days of receipt.

7.4 Sea Spray Marine's liability is limited to the cost of the service performed unless otherwise required by Australian Consumer Law or agreed in writing.

7.5 Pre-existing damage documented at vessel intake is excluded from any claim.

8. Good Faith

All parties are expected to engage in the dispute resolution process in good faith, with the aim of reaching a fair and reasonable resolution without the need for formal legal proceedings.