Complaints Handling Policy

Purpose

This policy outlines our approach to managing customer complaints, ensuring they are handled in a timely, efficient, and fair manner. We are committed to resolving complaints to enhance customer satisfaction and maintain compliance with relevant Australian regulations.

Lodging a Complaint

We take all complaints seriously and encourage our customers to contact us if they are dissatisfied with any aspect of our services. Complaints can be lodged through the following channels:

Method	Details
Telephone	National Relay Service 133 677
Email	info@matchmoney.com.au
Writing	903, Level 9, 50 Clarence St, Sydney, NSW, 2000
Online via our website	https://www.matchmoney.com.au/contact/

Upon receiving your complaint, we will confirm receipt within 24 hours (or one business day).

Details Required for Complaint Lodging

To ensure we can address your concerns promptly, please provide the following details when submitting your complaint:

• Full Name
• Date of Birth
• Contact Information (Email and Phone Number)
• A detailed description of the issue

If we require further information to investigate your complaint, we will contact you for additional details.

If you need help to make a complaint

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint

Complaint Acknowledgment and Investigation

Once your complaint is received, we will:

1. Confirm receipt of the complaint within 24 hours (one business day) through your preferred communication channel.
2. Notify you of the steps we will undertake to resolve your complaint.

Our team will aim to resolve most complaints immediately. If your complaint requires further investigation, it will be referred to a more senior staff member.

Complaint Resolution Timeframe

We aim to resolve all complaints as quickly as possible. If your complaint can be resolved within five business days, we will notify you through the communication method used to lodge the complaint. Otherwise, a formal written response will be provided via email.

If the complaint requires further investigation, we will provide an outcome within 21 days of receiving your complaint. If a resolution cannot be reached within this time, we will notify you of the reason for the delay and provide an estimated timeline for resolution.

Escalation to External Bodies

If we reject your complaint (whether in full or in part) or you are not satisfied with our proposed resolution, you can escalate your complaint to external dispute resolution bodies:

1. Australian Financial Complaints Authority (AFCA)
   • Phone: 1800 931 678 or (+61 1800 931 678 if calling from overseas)
   • Email: info@afca.org.au
   • Website: www.afca.org.au
   • Mail: GPO Box 3, Melbourne, Vic, 3001
2. Privacy Complaints

   If your complaint relates to privacy matters, you may contact the Office of the Australian Information Commissioner (OAIC):

   • Phone: 1300 363 992
   • Email: enquiries@oaic.gov.au
   • Website: www.oaic.gov.au

No Charges

There are no charges for lodging a complaint with us or for using external dispute resolution services such as AFCA or the Privacy Commissioner.