Member Help Topics

Business Help Topics

 

Registration

Registration as a member requires you to submit both your Australian mobile phone number and a valid email address. This process is in place to reduce the number of duplicate accounts help by an individual person.

After the registration form has been submitted, you will receive a SMS message sent to your mobile phone including an activation code required to validate your account. You will also receive an email containing a unique link back to Vouchorgrouch.com.au where you can enter the SMS activation code. Normally the SMS message will arrive within seconds of submitting the registration form.

Until your activation code has been entered using the link emailed to you, your account will remain inactive.

*A note for 3 Mobile users - During testing SMS messages were at times delayed on the 3 Network. Please wait for 24hrs before requesting support should you not receive your SMS activation message.

Account Settings

Your account has several settings that you should review. As part of the registration process we give you the option to have the businesses you leave comments about view your basic contact information. You have the option to disallow all information being shown, to show just your email address, just your mobile phone number or both. We only provide access to: your first name, mobile number, email address. All other information entered into your account remains hidden and secure.

Allowing businesses to see your contact information enables them to provide a follow up customer service process for both positive and negative comments that you may leave. Remember this choice is yours and we will your details should you not wish to disclose any information.

 
Searching for businesses

Our search facility enables you to search using a business name, part of a business name and tags (keywords). It also enables you to specify  a particular postcode, suburb or city or you can simply leave this field blank.

Contacting Businesses

When you find a business that you wish to use you can contact them depending on the information they have entered. This will usually consist of a phone number, mobile number and email address. Depending on the account level of the business ( free or paid) different information will be displayed.

Remember: If you contact a business you have found on Vouch or Grouch, let them know. The business may have an offer or a discount or some incentive for letting them know how you found them. The more businesses that know about Vouch or Grouch, the better the Vouch or Grouch community will become.

Leaving comments for businesses (vouch or grouch)

Leaving comments about businesses with whom you interact is the single most important aspect of Vouch Or Grouch. It is through honest, clear and concise comments that you will be able to find and use businesses that have high customer service standards and are rated as such. Below are some points regarding leaving comments

  1. Be honest
  2. Leave comments that are concise and clear
  3. Don't comment angry. If you have had a poor experience with a particular business wait until you have a clear & calm mind about the situation before posting a comment.
  4. Do not swear, curse or leave a comment that is not suitable for a child to read. We will not tolerate profanity. Members found doing so will have their account cancelled permanently. (once a mobile number has been registered with our system it cannot be re-used to open another account).
  5. Consider carefully before posting a grouch. Let's say you had a meal at your local restaurant. The food was good although the service was quite slow. If you would go back to this restaurant then you should probably leave a Vouch rather than a Grouch. Just mention in your comment that the service you experienced was slow.
  6. Remember that your comments are essentially permanent. It is not our intention to moderate or remove member comments.

Adding a new business

One of the great features of Vouch Or Grouch is the ability to add businesses yourself. If you have a favourite bar, restaurant, hairdresser  then you can add that business to Vouch Or Grouch. Conversely, if you have experienced poor service from other businesses, you can let other members of the Vouch or Grouch community know by adding these businesses. This enables our site to grow providing more access to businesses that provide great customer service.

Businesses that are added to our site by members are able to be 'claimed' by the rightful business owner.

 

Business Help

Registration

Simply select the business option on the registration page or click here and fill in the form.

Business names must be unique (there can be only one record of that exact name in our system) - for franchises include the suburb in the business name eg. My Business - Bondi. This will enable other franchisees to add their business.

Email addresses and mobile numbers must be unique. Should you own multiple businesses and require the same email and mobile number for each listing please contact us.

Select either the Paid or Free account level. Selecting the paid option will result in redirection to our secure payment page. Selecting the free option will result in an email and activation code being sent to your mobile via SMS. When you have both the email and the SMS you can activate your account by flowing the link in the emil and entering the SMS activation code.

 

Claiming an existing business

Members have the ability to add businesses to Vouch or Grouch. This means that your business may already be in our system. Use our search facility to locate your business. If the business is Unclaimed, there will be an icon (a blue information symbol) next to the business name. Click on this icon to go to the 'Claim Business' page where you may select a Free or Paid Registration.

 

Differences between Free & Paid Registration

Free Registration

  1. promote/advertise your business
  2. receive feedback about your business and services
  3. display basic contact information

Paid Registration

  1. all benefits of free registration plus:
  2. extended contact detail information
  3. web site link, special offer and full profile information
  4. customer service follow up - ability to contact the members that leave you feedback (if member allows)
  5. annual registration fee $125.00

 

Secure Payment Processing

Paid registrations are processed online using our secure payment gateway. We use a 128bit Secure Sockets Layer (SSL) Certificate to encrypt your card information as it is transferred to our payment processor. We do not retain your credit card details nor do we ever see them. Registrations are processed securely in real time. Your credit card account will show Pure Media as the merchant. Pure Media is our collection agency for paid registrations.

 

Viewing member information

At a members discretion you may view basic contact information. This includes their first name, email address and mobile number.
You may only view the information of members who have left comments related to your business.

 

My business has Grouches what can I do about it?

Vouch or Grouch relies to a great extent on the honesty of it's members. We have gone to great lengths to prohibit multiple accounts being held by one person which limits one persons ability to post multiple comments about the one business. If your listed business has negative comments it is most likely that a customer has not had a satisfactory experience. If you believe a comment to be fraudulent you may contact the member (if their account settings allow it) to find out more about the event. It is not our intention to moderate or remove member comments although in extreme circumstances we may review the situation. One feature we will be implementing in the future is the ability for a member to turn a grouch into a vouch. This may occur when a negative experience has been rectified by the business and the member is happy to Vouch for that business.