In this Article

• How to Report
• • Email
  • In-App Live Chat
  • Call
  • Via Booking
• Contact Information
• • Australia
  • New Zealand
  • United States
  • United Kingdom
  • Europe
• What we handle
• What happens after you report?

Complaints and other feedback provide Blys with information about our client's satisfaction and the opportunity to improve our services. These are taken seriously and can be made at any time by following any of the four processes below:

How to Report

Email

You can send an email to hello@getblys.com by giving booking reference, what happened, and any photos if available.

In-App Live Chat

You can also start a live chat within the app.

1. Tap on your profile photo.
2. Then, tap on Live Chat in the navigation menu, to start a chat with customer support.

Call

You can call any of these numbers to get in contact with our support team:

You may also check: How can I contact Blys?

Blys will respond and address all complaints and feedback within 24 to 48 hours. A member of our Customer Support Team may contact you to gather additional information. The complainant will be kept informed throughout the process.

Via Booking

You can also report a specific provider based on your booking.

1. Go to your Past Bookings.
2. Select a Booking.
3. Tap on the three dots on the booking details.
4. Select Report Provider.
5. Choose the reason why you’re reporting the provider.
6. Select the detailed relevant reason.
7. If you have any additional information, you can add the context there.
8. Let us know if you’re in immediate danger or distress. If you are in immediate danger, please contact the local police immediately.
9. Tap on Submit.

Each client can:

• Choose a support person/group to assist him/her during the process.
• Work with their families and loved ones to try and resolve the issue with Blys.
• Lodge a complaint in a safe environment and with no reprisal.
• Access to relevant information about Blys complaint policy and processes.
• Choose a representative that they want at the service as their point of contact about the complaint.

Contact Information

Listed below are some Important contact information and entities you can place a complaint or report with, if required:

Australia

Please also note that all health service providers on our platform (including but not limited to massage therapists) are subject to the Code of Conduct in their respective states. Any breach of this code must be immediately reported to Blys.

To lodge a complaint to external agencies, access the relevant state resources below:

Human Rights Commission

• Australian Capital Territory / ACT - https://hrc.act.gov.au/complaints/make-a-complaint-about-a-service/

Health Complaints Commissioner

• New South Wales / NSW - https://www.hccc.nsw.gov.au/
• Victoria / VIC - https://hcc.vic.gov.au/

Health and Community Services Complaints Commissioner

• South Australia / SA - https://www.hcscc.sa.gov.au/

Health and Disability Services Complaints Office

• Western Australia / WA - https://www.hadsco.wa.gov.au/

Office of the Health Ombudsman

• Queensland / QLD - https://www.oho.qld.gov.au/

Legal Action or Reporting to Police

• If the issue involves criminal activity (e.g., harassment, assault, theft), report the matter directly to the local police by calling 000 for emergencies.

New Zealand

Here’s how to report a massage therapist or make a complaint in New Zealand:

Submit a complaint to the HDC

• • The Health and Disability Commissioner (HDC) investigates complaints related to health and disability services.
  • You can lodge a complaint online via their website or by contacting them directly. Include details like:
  • • The provider's name.
    • Date and location of the incident.
    • A description of the issue.
    • Supporting evidence (emails, receipts, etc.).
  • Link: https://www.hdc.org.nz/making-a-complaint/

Submit a complaint with MANZ

• • If the therapist is part of a professional association like Massage Aotearoa New Zealand (MANZ) previously known as MNZ, you can report the complaint to them. MANZ has a complaints process for addressing issues related to its members.
  • If you feel that the Code of Ethics has been breached, you should contact our Complaints Officer by email at complaints@massagenewzealand.org.nz

Legal Action or Reporting to Police:

• • If the issue involves criminal activity (e.g., harassment, assault, theft), report the matter directly to the New Zealand Police by calling 111 for emergencies.

Seek Advice from Advocacy Services:

• • If you need support, you can contact independent advocates through the Nationwide Health and Disability Advocacy Service. They assist with resolving complaints and understanding your rights.

United States

Here’s how to report a massage therapist or make a complaint in United States:

Federation of State Massage Therapy Boards (FSMTB)

• The FSMTB provides resources and guidelines, but complaints are handled directly by the state licensing boards where the therapist is licensed. If the therapist is licensed through FSMTB-administered examinations like the MBLEx exam, you can contact the relevant state board through the FSMTB website to understand your options.
• FSMTB: https://www.fsmtb.org

American Massage Therapy Association (AMTA)

• If the massage therapist is a member of the AMTA, you can file a complaint directly with them. They have a Code of Ethics that members are required to follow, and any breaches can be reported for review and potential disciplinary action.
• AMTA Complaint Process: https://www.amtamassage.org

Associated Bodywork & Massage Professionals (ABMP):

• ABMP provides a platform to file complaints regarding ethical violations or misconduct by members. Contact ABMP through their Member Services or Ethics Committee.
• Complaint forms and guidelines are available on their website.
• Visit ABMP for more details: https://www.abmp.com

Local Consumer Protection Agencies

• If you believe there has been fraud, misrepresentation, or financial misconduct (e.g., overcharging, unapproved charges), you can contact local consumer protection agencies such as the Better Business Bureau (BBB).
• BBB Complaint Process: https://www.bbb.org

  
  

Police

• For issues involving criminal behaviour, such as harassment, assault, or theft, it is essential to report the matter to the police. Depending on the severity of the situation, criminal charges may need to be pursued.
• Contact the Police (Emergency): Call 911 in emergencies.
• Non-Emergency Police Contact: Contact your local police department.

United Kingdom

Here’s how to report a massage therapist or make a complaint in United Kingdom:

If a client wishes to make a complaint against a massage therapist, they can contact the following external agencies, depending on the nature of the complaint:

Federation of Holistic Therapists (FHT)

• If the provider is a member of FHT, you can lodge a complaint with them.
• You can contact FHT by visiting their website for detailed instructions on the complaint process: https://www.fht.org.uk

Complaints with the Professional Standards Authority (PSA)

• For a broader issue related to healthcare professionals or if the service provider is part of a regulated health profession, you can report to PSA, which oversees regulatory bodies

Health and Care Professions Council (HCPC)

• For regulated health professionals, such as physiotherapists or those under the umbrella of HCPC, you can make a formal complaint through their process, which includes online forms for easier submission. Find more at https://www.hcpc-uk.org

Local Authorities (Council)

• In cases of unsafe or unsanitary practices (e.g., unhygienic treatment environments or improper handling of equipment), complaints can be made to the local council’s Environmental Health Department.
• • The local authority may investigate issues related to public health and safety in spas or massage clinics.
• Contact Local Council:
• • You can find your local authority’s contact details on the GOV.UK Local Authority Finder: Web: https://www.gov.uk/find-local-council

Care Quality Commission (CQC):

• If the complaint involves care standards or treatment safety in healthcare settings, you can report it to the CQC. For more, visit https://www.cqc.org.uk

Police

• In cases of criminal behaviour, such as sexual assault, harassment, or theft, it is crucial to report the matter to the police.
• Contact the Police: https://www.gov.uk/contact-police 
• • Call 999 in emergencies or use 101 for non-emergency cases.

Europe

Police

• In case of any emergencies, contact the police by calling 112.

What we handle

When you report a provider through the Blys app, chat with our support team or send an email to us, these are the issues we will be handling on our end:

1. Service quality (poor technique, session shorter than booked)
2. Professionalism issues (tardiness, inappropriate behaviour)
3. Safety concerns (any situation where you felt unsafe)
4. Billing disputes (unexpected charges)
5. Provider no-show
6. Property damage

What happens after you report?

1. Our team reviews the details and may contact you for more information.
2. We contact the provider to hear their account.
3. We review booking records, messages, and evidence.
4. We communicate the outcome to both parties.
5. Response time: 4–24 hours. Refunds, credits, or account actions may follow.