Complaint Handling Procedure

1. Our Commitment

1.1 FUNDiMO is committed to providing a fair, transparent, and timely complaint resolution process. We value your feedback and treat every complaint as an opportunity to improve our services.

1.2 We handle all complaints in accordance with Australian Consumer Law and applicable financial services regulations.

1.3 Our complaint handling process is free of charge. You will not be disadvantaged in any way for making a complaint.

2. What is a Complaint

2.1 A complaint is any expression of dissatisfaction made to FUNDiMO where a response or resolution is expected. This includes both verbal and written communications.

2.2 Types of complaints we handle include:

2.2.1 Service complaints regarding the performance, availability, or quality of the FUNDiMO platform.

2.2.2 Payment complaints relating to transactions, refunds, or PayTo payment processing.

2.2.3 Privacy complaints concerning the collection, use, or disclosure of your personal information.

2.2.4 Business disputes involving interactions with merchants on the FUNDiMO marketplace.

2.2.5 Account complaints about access, security, or management of your FUNDiMO account.

3. How to Lodge a Complaint

3.1 You may lodge a complaint through any of the following channels:

3.2 Email

3.2.1 Send your complaint to complaints@fundimo.com.au. This is our preferred channel for formal complaints as it allows us to track and respond efficiently.

3.3 In-App Support

3.3.1 Use the support feature within the FUNDiMO app to submit a complaint directly. Select "Lodge a Complaint" from the support menu.

3.4 Written Correspondence

3.4.1 You may send a written complaint by post to our registered business address. Please mark the envelope "Attention: Complaints Officer".

4. What Information to Include

4.1 To help us investigate and resolve your complaint promptly, please include the following information where possible:

4.1.1 Your FUN ID (your three-word identifier, e.g., "horse.green.hope").

4.1.2 A clear description of the issue and how it has affected you.

4.1.3 The date and time the issue occurred.

4.1.4 Any relevant transaction reference numbers.

4.1.5 Supporting documents such as screenshots, receipts, or correspondence.

4.1.6 The outcome you are seeking.

4.2 Providing incomplete information will not prevent us from accepting your complaint, but it may delay the resolution process.

5. Acknowledgement and Timeframes

5.1 We will acknowledge receipt of your complaint within one business day of receiving it, or as soon as practicable.

5.2 We will give you a written response to your complaint no later than 30 calendar days after we receive it, as required by ASIC Regulatory Guide 271.

5.3 If we cannot respond within 30 calendar days because your complaint is complex or because of circumstances outside our control, we will write to you before the 30 days expire to explain the reasons for the delay and to tell you when you can expect our response.

5.4 You will receive a unique complaint reference number upon acknowledgement for tracking purposes.

5.5 If, within five business days of receiving your complaint, we resolve it to your satisfaction, or we explain why we can take no further action to address it and apologise, we may close the complaint without a written response. You may ask us for a written response at any time and we will give you one.

6. Investigation Process

6.1 Our complaint handling process follows these stages:

6.2 Assessment

6.2.1 We review your complaint to understand the issue and determine the appropriate course of action. We may contact you to clarify details.

6.3 Investigation

6.3.1 We conduct a thorough investigation of the circumstances, reviewing relevant records, transactions, and system data.

6.3.2 Where your complaint involves a third-party merchant, we may need to liaise with that business as part of our investigation.

6.4 Resolution

6.4.1 We determine an appropriate outcome based on our findings and communicate the resolution to you in writing.

6.5 Communication

6.5.1 We will keep you informed of the progress of your complaint at each stage. You may contact us at any time for an update using your complaint reference number.

7. Possible Outcomes

7.1 Depending on the nature and findings of our investigation, possible outcomes may include:

7.1.1 An apology for the inconvenience or distress caused.

7.1.2 An explanation of what occurred and why.

7.1.3 Correction of an error or inaccuracy in your account or records.

7.1.4 A refund or credit adjustment where appropriate.

7.1.5 Changes to our processes, policies, or systems to prevent recurrence.

7.2 If your complaint is not upheld, we will provide a clear explanation of our reasoning and the evidence we considered.

8. Escalation

8.1 If you are not satisfied with the initial resolution of your complaint, you may request an internal escalation.

8.2 Escalated complaints are reviewed by senior management who were not involved in the original decision.

8.3 To request an escalation, reply to your complaint resolution correspondence or email complaints@fundimo.com.au quoting your complaint reference number and requesting escalation.

8.4 Escalating your complaint within FUNDiMO does not extend the time we have to respond. An escalated complaint is still answered within 30 calendar days of the day we first received it.

9. External Dispute Resolution

9.1 If you remain dissatisfied after our internal process, you have the right to seek external resolution through the following bodies:

9.2 Office of the Australian Information Commissioner (OAIC)

9.2.1 For complaints relating to privacy and the handling of your personal information under the Privacy Act 1988 (Cth).

9.2.1.1 Website: www.oaic.gov.au

9.2.1.2 Phone: 1300 363 992

9.3 Australian Competition and Consumer Commission (ACCC)

9.3.1 For complaints relating to your consumer rights under Australian Consumer Law.

9.3.1.1 Website: www.accc.gov.au

9.3.1.2 Phone: 1300 302 502

10. Privacy and Confidentiality

10.1 All complaint records are handled in accordance with our Privacy Policy and the Australian Privacy Principles.

10.2 Information collected during the complaint process will only be used for the purpose of investigating and resolving your complaint, unless otherwise required by law.

10.3 Complaint records are retained for 7 years from the date of resolution, in accordance with our data retention obligations.

11. Continuous Improvement

11.1 FUNDiMO regularly analyses complaint data to identify trends and systemic issues.

11.2 Insights from complaints are used to:

11.2.1 Improve our platform, products, and services.

11.2.2 Enhance our customer support processes.

11.2.3 Identify training needs for our team.

11.2.4 Inform policy and procedural changes.

11.3 We report on complaint handling performance to our senior management on a quarterly basis.

12. Contact

12.1 For complaints and complaint-related enquiries:

Complaints Officer: complaints@fundimo.com.au
General Support: support@fundimo.com.au

12.2 When contacting us about an existing complaint, please quote your complaint reference number for faster assistance.

13. External Resources

13.1 The Office of the Australian Information Commissioner (OAIC) handles complaints about privacy and the handling of personal information. Visit www.oaic.gov.au or call 1300 363 992.

13.2 You do not need to exhaust our internal complaint process before contacting an external dispute resolution body, although we encourage you to give us the opportunity to resolve your complaint first.