Complaints Handling Policy

1Introduction & Purpose

Australian Credit Solutions Pty Ltd (ABN 80 650 730 699) holds Australian Credit License number 532003 issued by the Australian Securities and Investments Commission (ASIC). As a credit licensee, we are required to have an internal dispute resolution (IDR) procedure that meets ASIC's standards.

This Complaints Handling Policy sets out:

• What constitutes a complaint
• How you can make a complaint
• How we will handle and respond to your complaint
• The timeframes within which we will respond
• Your options if you are not satisfied with our response

We are committed to resolving complaints in a fair, transparent, and timely manner. We view complaints as an opportunity to improve our services and maintain the trust of our clients.

2What is a Complaint?

A complaint is an expression of dissatisfaction made to or about us, our services, our staff, or our complaints handling process, where a response or resolution is explicitly or implicitly expected.

A complaint may relate to:

• The quality or timeliness of our services
• The conduct of our staff or representatives
• Our fees or charges
• The outcome of work we have undertaken on your behalf
• Our communication with you
• Privacy or confidentiality concerns
• Any other aspect of our service that has caused you dissatisfaction

3How to Make a Complaint

You can make a complaint through any of the following channels:

Information to Include

To help us investigate and resolve your complaint efficiently, please provide:

• Your full name and contact details
• Your client reference number (if known)
• A clear description of your complaint
• When the issue occurred
• Any relevant documents or correspondence
• What outcome you are seeking

If you need assistance making a complaint — for example, due to language barriers, disability, or other circumstances — please let us know and we will make reasonable adjustments to assist you.

4Our Complaints Handling Process

When we receive your complaint, we will follow this process:

5Response Timeframes

We are committed to resolving complaints as quickly as possible. The following maximum timeframes apply:

6Possible Outcomes

After investigating your complaint, we may:

• Uphold your complaint — We agree with your complaint and will take steps to remedy the situation. This may include an apology, corrective action, refund, or other appropriate remedy.
• Partially uphold your complaint — We agree with some aspects of your complaint but not others. We will explain our reasoning and any actions we will take.
• Not uphold your complaint — After investigation, we have determined that your complaint cannot be supported. We will provide clear reasons for this decision.

Whatever the outcome, we will provide you with a written response that clearly explains our decision and the reasons for it.

7External Dispute Resolution

If you are not satisfied with our response, or if we have not responded within the required timeframes, you have the right to escalate your complaint to an external dispute resolution (EDR) scheme.

Australian Credit Solutions is a member of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC.

Time Limits for AFCA Complaints

AFCA has time limits for lodging complaints. Generally, you must lodge your complaint with AFCA within:

• 6 years from when you first became aware (or should reasonably have become aware) of the issue; and
• 2 years from the date of our final IDR response (or the date our response was due)

We recommend you contact AFCA promptly if you wish to escalate your complaint.

8Other Regulatory Contacts

Depending on the nature of your complaint, you may also wish to contact the following regulators:

9Our Commitments to You

When handling your complaint, we commit to:

• Fairness: We will handle your complaint objectively and without bias
• Transparency: We will keep you informed throughout the process
• Accessibility: We will make reasonable adjustments to assist you in making and progressing your complaint
• Timeliness: We will respond within the timeframes set out in this policy
• Confidentiality: We will handle your complaint information in accordance with our Privacy Policy
• No Detriment: You will not be disadvantaged for making a complaint
• Continuous Improvement: We will use complaint data to improve our services

10Staff Training & Policy Review

All Australian Credit Solutions staff receive training on this Complaints Handling Policy and their obligations when dealing with complaints. Training is provided upon commencement and refreshed annually.

This policy is reviewed at least annually, or more frequently if required by regulatory changes or operational needs. The current version is Version 3.0, effective from 1 January 2026.

11Definitions