# RateRight Support Email Templates **Created:** 2026-02-20 | **Status:** DRAFT — Awaiting Michael's review **Purpose:** Copy-paste responses for common support scenarios. Every template passes the Michael Test. --- ## Template Rules 1. **First name only.** "G'day Sarah" not "Dear Ms. Johnson" 2. **Answer the question in the first line.** Don't bury it. 3. **Keep it short.** Three paragraphs max for any response. 4. **Sign off as Michael.** Every email comes from a real person, not "The RateRight Team." 5. **If you don't know, say so.** "Let me look into that" beats a wrong answer every time. --- ## 1. Auto-Reply (Immediate — All Incoming) **Subject:** Got it — we'll get back to you shortly ``` G'day, Thanks for reaching out. We've got your email and we'll get back to you within 24 hours (business days, Mon–Fri). In the meantime, a lot of common questions are answered here: https://rateright.com.au/faq If it's urgent — reply to this email with "URGENT" in the subject and we'll prioritise it. Cheers, Michael RateRight ``` --- ## 2. Worker — Can't Sign Up / Technical Issue **Subject:** RE: [their subject] ``` G'day [Name], Sorry about that — let's get it sorted. Can you tell me: - What device you're on (iPhone, Android, laptop) - What happens when you try to sign up (error message, blank screen, etc.) - A screenshot if you've got one Send those through and I'll have the team look at it straight away. Cheers, Michael ``` --- ## 3. Worker — How Does It Work / General Inquiry **Subject:** RE: [their subject] ``` G'day [Name], Simple version: you sign up, build a profile (takes 2 minutes), and we match you with construction jobs near you. It's completely free for workers. No fees, no commission, you keep every dollar you earn. Contractors pay a flat $50 to hire — that's their cost, not yours. Sign up here: https://rateright.com.au Any questions, just reply to this email. Cheers, Michael ``` --- ## 4. Worker — "When Will I Get a Job?" **Subject:** RE: [their subject] ``` G'day [Name], Depends on your trade and location, but most workers get their first match within 24–48 hours of their profile going live. Make sure your profile is complete — trade, experience, certifications, availability, and preferred areas. The more detail, the better the matches. If it's been more than a few days with nothing, reply here and I'll take a look at your profile. Cheers, Michael ``` --- ## 5. Worker — Payment / "When Do I Get Paid?" **Subject:** RE: [their subject] ``` G'day [Name], Payment is between you and the contractor — same as any construction job. Most contractors pay weekly or fortnightly. You agree on the rate and payment terms before you start. RateRight doesn't handle wages or sit in the middle of your pay. You deal directly with the contractor. If a contractor owes you money and isn't paying, let me know and I'll look into it. Cheers, Michael ``` --- ## 6. Worker — White Card Question **Subject:** RE: [their subject] ``` G'day [Name], You need a valid White Card (General Construction Induction Card) to work on any Australian construction site — that's the law, not our rule. If you don't have one yet, you can do the course online. Takes about 6 hours and costs around $50–80 depending on the provider. Search "White Card course [your state]" and you'll find plenty of options. Once you've got it, upload a photo during signup and you're in. Cheers, Michael ``` --- ## 7. Contractor — How Does Pricing Work **Subject:** RE: [their subject] ``` G'day [Name], $50 flat. Per hire. That's the whole fee. No subscriptions. No monthly costs. No percentage of the worker's wage. You browse for free, post jobs for free, and only pay $50 when you actually hire someone. Compare that to agencies charging 20–40% of every hour worked. On a labourer at $45/hr, that's $70–90k a year in margins — from YOUR sweat. We charge $50. Once. Whether they stay a week or 10 years. Worth a look: https://rateright.com.au Cheers, Michael ``` --- ## 8. Contractor — Worker Didn't Show Up **Subject:** RE: [their subject] ``` G'day [Name], That's not on. Sorry you had to deal with that. We take reliability seriously — workers who no-show without warning get removed from the platform. Can you send me the worker's name and the job details? I'll look into it and make sure it's dealt with. In the meantime, I can help you find a replacement. What trade do you need and when? Cheers, Michael ``` --- ## 9. Contractor — Wants a Refund **Subject:** RE: [their subject] ``` G'day [Name], Let me look into what happened. Can you tell me: - The worker's name - When the hire was confirmed - What went wrong I want to make it right. Give me the details and I'll come back to you within 24 hours. Cheers, Michael ``` *⚠️ ESCALATION: Any refund request goes to Michael for personal decision. Never auto-approve or auto-deny.* --- ## 10. Anyone — "Is This a Scam?" **Subject:** RE: [their subject] ``` G'day [Name], Fair question. Short answer: no. RateRight is a registered Australian company (RateRight Pty Ltd). I'm Michael McLoughlin — 30 years in construction, from steelfixing to supervision. Built this because I've watched agencies charge workers and contractors a fortune for doing bugger all. Workers pay nothing. Contractors pay $50 per hire. That's the model. No hidden fees, no subscriptions, no catches. Have a look at the site, check out the FAQ, and if you've still got doubts, happy to jump on a call. Cheers, Michael ``` --- ## 11. Media / Journalist Inquiry **Subject:** RE: [their subject] ``` G'day [Name], Thanks for reaching out. Happy to chat about RateRight. I'm available [suggest evening time] — easiest way is to set up a 15-minute call. Reply with a time that works for you and a number I can reach you on. Cheers, Michael McLoughlin Founder, RateRight ``` *⚠️ ESCALATION: ALL media inquiries go to Michael immediately via Telegram. Herald drafts talking points.* --- ## 12. Generic "Thanks / Issue Resolved" **Subject:** RE: [their subject] ``` G'day [Name], Glad we got that sorted. If anything else comes up, just reply to this email. Cheers, Michael ``` --- ## 13. Feature Request / Suggestion **Subject:** RE: [their subject] ``` G'day [Name], Appreciate the feedback — genuinely. We're a small team building fast and hearing what people actually need helps us prioritise. I've logged your suggestion. Can't promise a timeline, but it's on the list. Cheers, Michael ``` --- ## 14. Complaint — Serious / Angry **Subject:** RE: [their subject] ``` G'day [Name], I hear you, and I'm sorry this happened. That's not the experience we're building. I'm looking into this personally. Give me 24 hours and I'll come back to you with what happened and how we're fixing it. Cheers, Michael ``` *⚠️ ESCALATION: Serious complaints go to Michael. Herald reviews response before sending. Never use "we apologise for any inconvenience" — that's corporate non-speak.* --- ## Voice Notes for All Templates - **"G'day"** not "Hi there" or "Hello" - **"Cheers"** not "Best regards" or "Kind regards" - **"Michael"** not "The RateRight Team" or "RateRight Support" - **"Let me look into that"** not "Your inquiry has been escalated" - **"That's not on"** not "We take this matter seriously" - **"Sort it out"** not "Resolve the issue" - Never use: "we apologise for any inconvenience caused" - Never use: "as per our policy" - Never use: "please do not hesitate to contact us" --- *If you read a template and it sounds like Telstra customer service, rewrite it.*