I Have A Complaint About The Pet Sitter/Service

If you have a complaint about a Pet Sitter or the service received, Mad Paws takes all feedback seriously and will work with you to address any issues. For a swift resolution, we recommend first attempting to communicate with the Sitter directly.

Instructions

1. Talk to Your Pet Sitter First
   • Reach out to your Pet Sitter through the Mad Paws inbox to discuss your concerns. Clear, calm communication often resolves minor issues quickly.
2. Escalate the Complaint to Mad Paws
   • If the issue isn’t resolved after talking to your Sitter, email trust@madpaws.com.au with the following details:
     • Your contact information
     • Booking number
     • A brief summary of the issue
     • Your expectations for resolution
3. Contact for Urgent Issues
   • For emergencies during business hours, call Mad Paws at 02 8046 6536.

Mad Paws Business Hours

• Monday to Friday: 9:00 AM – 5:00 PM AEST
• Weekend: 10:00 AM – 5:00 PM AEST

Related Articles

• Reporting an Issue with a Pet Sitter
• Mad Paws Guarantee
• Is the Mad Paws Guarantee Insurance?

FAQs

• What’s the best way to resolve a minor issue?

  Communicating directly with the Sitter through the Mad Paws inbox is often the quickest way to address minor concerns.

• How quickly will Mad Paws respond to my complaint?

  Mad Paws aims to respond to complaints within 1–2 business days.

• When should I report to Mad Paws?

  All incidents should be reported within 48 hours for when it occurred.