PaidOnExchange Pty Ltd accepts complaints and/or compliments about the performance of our service and/ or functions. Any complaint or compliment will be referred to the appropriate Manager for action.

Complaints

If you lodge a complaint about PaidOnExchange Pty Ltd, PaidOnExchange Pty Ltd will acknowledge the matter within two working days and provide you with a formal response or progress report within 7 working days. Dealing with complaints in a timely manner is part of PaidOnExchange Pty Ltd's commitment to provide good and consistent service. Our complaints handling standards incorporate key elements of the Australian Standard on Complaints Handling AS-4269, and aim to ensure that our complaints handling standard is consistently accessible and responsive.

Compliments

Compliments provide a clear view of what PaidOnExchange Pty Ltd's clients' value about PaidOnExchange Pty Ltd and the work it does.

When PaidOnExchange Pty Ltd receives a compliment it will:

• record the details of the compliment;
• contact the client and acknowledge the compliment;
• send a notice to the staff member/s involved and their supervisor to acknowledge a job well done.

Providing PaidOnExchange Pty Ltd with feedback.

There are four ways you can forward a complaint or compliment to PaidOnExchange Pty Ltd:

1. phoning our office on 1300 667 286;
2. sending us an On-Line Information electronically;
3. by writing a letter to us setting out the information you wish to refer to PaidOnExchange Pty Ltd;
4. by faxing your letter or form to 1300 669 286.

What happens to your information?

PaidOnExchange Pty Ltd treat the material you give us confidentially and will not inform anyone outside PAIDONEXCHANGE PTY LTD unless you authorise us to do so, except in the event PaidOnExchange Pty Ltd are required to do so by law. Initially, PaidOnExchange Pty Ltd will acknowledge your information (usually within two working days of receipt of your letter). Following this, PaidOnExchange Pty Ltd will review your information to ascertain whether you have raised issues which fall within our prudential responsibilities.
PAIDONEXCHANGE PTY LTD may, on occasion, contact you to obtain further details if required.

PAIDONEXCHANGE PTY LTD's Complaints Handling Standards

Introduction

PaidOnExchange Pty Ltd is committed to ensuring compliance with the following complaints handling standard and guidelines:

• Australian Standard on Complaints Handling AS 4269 - 1995; and

PaidOnExchange Pty Ltd has set timeframes for the handling of complaints which include timeframe and performance standards.
Complainants can expect the following specific standards, based on the Australian Standard AS 4269:1995:

• Commitment PaidOnExchange Pty Ltd staff will provide an efficient and fair resolution of complaints at all levels. PaidOnExchange Pty Ltd acknowledges the right to complain and actively solicits feedback about the performance of our functions. PaidOnExchange Pty Ltdhas a written complaints policy and complementary staff procedures.
• Fairness PaidOnExchange Pty Ltd's complaints handling policy recognises the need to be fair to both the complainant and any staff member who has a complaint made against them. The principles of natural justice will apply. To ensure objectivity, the investigation of a complaint will not directly involve a staff member whose actions are the subject of the complaint. If the complaint is about a particular staff member's actions, a more senior member of staff will conduct the investigation.
• Resources PaidOnExchange Pty Ltd provides adequate resources for complaints handling with sufficient levels of delegated authority.
• Visibility PaidOnExchange Pty Ltd provides a number of available avenues for complainants to make complaints and, where appropriate, for the complaint to be escalated.
• Access PaidOnExchange Pty Ltd's complaints handling avenues are readily available to the general public. The complaints handling processes are easy to use. Information is in plain language.
• Assistance Staff assist in accessing the complaints handling process, and will assist with the formulation of the complaint.
• Responsiveness PaidOnExchange Pty Ltd deals with complaints promptly and courteously. Complaints are usually acknowledged within two working days of receipt.
• Remedies Staff can recommend remedies and have ready access to the appropriate level of management for a decision and approval to implement remedies.
• Data collection Complaints are recorded and data submitted for central collation.
• Systemic and recurring problems PaidOnExchange Pty Ltd reviews complaints data, analyses trends and takes action to improve services and rectify systemic or recurring problems.
• Accountability PaidOnExchange Pty Ltd reports on its complaints handling against documented performance standards.
• Reviews PaidOnExchange Pty Ltd reviews its complaints handling processes regularly.