Complaints handling policy

We take complaints seriously. This policy tells you how to lodge one, what happens internally, and how to escalate to the Australian Financial Complaints Authority (AFCA) at no cost to you if you are not satisfied with our response.

Our commitment

Cashtech is committed to handling complaints fairly, transparently, and promptly. We treat every complaint as an opportunity to improve. Our internal dispute resolution (IDR) process meets the requirements of ASIC Regulatory Guide 271 (Internal dispute resolution) and the relevant provisions of the National Consumer Credit Protection Act 2009.

How to make a complaint

You can lodge a complaint using any of the following channels — pick whichever is easiest for you:

• Phone: 1800 227 483 (Monday–Friday, 9am–6pm AEST)
• Email: [email protected]
• Post: The Complaints Manager, Cashtech (Trimorph Pty Ltd), Level 1, 6 Hassall Street, Parramatta NSW 2150
• In person: by appointment at our Parramatta office (call ahead so we can have the right person available)

You can also use the contact form on the website at cashtech.com.au/contact — please mention it is a complaint in your message so we route it correctly.

If you would like a family member, accountant, lawyer, financial counsellor, or other representative to lodge or progress the complaint on your behalf, that is fine — please include their contact details and written authorisation if available.

What to include

To help us understand and address your complaint quickly, please include:

1. Your full name and preferred contact details
2. The name of the credit representative or staff member you have been dealing with (if relevant)
3. A clear description of what happened, including dates if you remember them
4. How the situation has affected you
5. What outcome you are seeking — apology, explanation, fee waiver, refund, change in process, etc.
6. Any supporting documents (emails, contracts, statements)

You do not need to use formal language. A plain-English description in your own words is enough — we will follow up with questions if we need clarification.

How we handle it

1. Acknowledgement — we acknowledge receipt of your complaint within one business day, usually by email or phone (whichever channel you used).
2. Investigation — your complaint is assigned to a complaints officer who was not directly involved in the matter you are complaining about. They will review the file, talk to the staff involved, look at our records, and may contact you for more information.
3. Response— we provide our written response (called an "IDR response" under ASIC's rules) explaining what we found, the reasons for the outcome, any remediation or change we are making, and information about your right to escalate to AFCA if you are not satisfied.

If our investigation finds we have got something wrong, we will apologise, explain what happened, and — where appropriate — put it right. That can include changing our process, refunding a fee, replacing a credit recommendation, or referring the matter to the lender for resolution at their end.

Our timeframes

The regulatory maximum response times under RG 271 are:

• Standard complaints: within 30 days of receipt.
• Complaints about credit-related hardship (for example, where you are struggling to make repayments and have asked for help): within 21 days of receipt.
• Default-notice and credit-listing complaints: within 21 days of receipt.

We aim to do better than these maximums and most complaints are resolved inside 14 days. If your complaint is complex and we cannot meet the regulatory timeframe, we will tell you why in writing before the deadline and give you the option to take the matter to AFCA immediately.

Escalation to AFCA

If you are not satisfied with our response — or if 45 days pass without one — you can refer your complaint to the Australian Financial Complaints Authority. AFCA is a free, independent external dispute resolution service. Decisions made by AFCA are binding on us, but not on you (you can still pursue other legal options if AFCA's outcome doesn't work for you).

AFCA
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001

Our AFCA membership number: [Insert: TBC]

AFCA has time limits for accepting complaints (generally six years from when you became aware of the loss, and two years from receiving our final IDR response). If you are getting close to those limits, lodge with AFCA promptly — you can withdraw the AFCA complaint later if we resolve the matter directly.

Privacy complaints (OAIC)

If your complaint is specifically about how we handled your personal information under the Privacy Act 1988, you can take it directly to the Office of the Australian Information Commissioner if our internal response doesn't satisfy you:

OAIC
Phone: 1300 363 992
Website: www.oaic.gov.au

Records and confidentiality

We keep a record of every complaint and our response for at least seven years, in line with regulatory requirements. The information is kept confidential within Cashtech and is only shared externally where required by law (for example, regulatory reporting to ASIC, or as part of an AFCA matter).

We use complaint trends to identify and fix systemic issues — for example, if multiple complaints point at the same step in our process, we will change that step. We report aggregate complaint data to our board and regulator as required, but never with personally identifying information attached.

Contact us

Cashtech — Complaints Manager
Trimorph Pty Ltd ABN 87 604 290 931
Level 1, 6 Hassall Street
Parramatta NSW 2150
Phone: 1800 227 483
Email: [email protected]

This Complaints Handling Policy meets the requirements of ASIC Regulatory Guide 271 and is reviewed annually. It should be read alongside our Credit Guide and Privacy Policy.