Feedback and Complaint Handling Policy

At Veloxverse Pty Ltd, we value feedback as part of our commitment to improving services and maintaining customer trust. This Policy explains how customers can provide feedback or raise concerns, how we respond fairly and efficiently, and how complaints involving an external provider are directed to the appropriate organisation.

This policy applies to customers and users of Veloxverse websites, the Veloxverse app, customer-support channels, and all services offered through the Veloxverse ecosystem, including:

• Remittance, credit, travel, lounges, and airport assistance
• Insurance and bank referrals, telecommunications, memberships, and gift cards
• Complaints about services, providers, fees, delays, privacy, or conduct

We are committed to:

• Providing clear channels for feedback and complaints
• Handling complaints fairly, promptly, and transparently
• Protecting your privacy and confidentiality
• Recording and analysing complaints to improve our services
• Complying with applicable consumer, privacy, credit, financial-services, AML/CTF, telecommunications, travel, and dispute-resolution requirements

We welcome feedback on any part of the Veloxverse ecosystem, including:

• Transactions, bookings, referrals, and providers
• Veloxverse or outsourced customer service
• Website, app, integrations, and products
• Delays, fees, refunds, privacy, or conduct

You can provide feedback by:

• Emailing complaints@veloxverse.com
• Calling us on 1300 618 382
• Using the “Feedback” feature on our website or app

If you are dissatisfied with any part of our service, we encourage you to lodge a complaint as soon as possible so we can resolve the issue.

How to Lodge a Complaint:

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

• Online form at www.veloxverse.com
• Email: complaints@veloxverse.com
• Phone: 1300 618 382
• Mail: Veloxverse Pty Ltd, 8 Nexus Street, Ravenhall VIC 3023, Australia

Please include the following information to help us assess your complaint:

• Your full name and contact details
• Date and nature of the issue
• Relevant transaction, application, or booking reference
• Desired resolution (if any)

We aim to resolve complaints promptly. Regulated complaints follow applicable legal and licensee timeframes, generally no more than 30 calendar days. If delayed, we will explain why, provide an expected response date, and identify escalation rights.

If dissatisfied, escalation depends on the service. AFCA may consider eligible financial complaints. Credit, insurance, banking, travel, lounge, airport, or telecommunications matters may need referral to the responsible licensee or provider.

AFCA handles eligible financial complaints. Privacy complaints may go to the OAIC and eligible telecommunications complaints to the TIO. Consumer-law rights remain available.

All feedback and complaints are recorded securely in our internal system. This helps us:

• Track trends and recurring issues
• Identify service improvements
• Meet our legal and compliance obligations

Complaint information is handled under our Privacy Policy. Authorised staff, outsourced support, regulators, licensees, and relevant providers may access records where needed to investigate, resolve, report, or comply with law.

We review feedback and complaints across all Veloxverse services to improve:

• Customer service quality
• Products, partners, and customer outcomes
• Platform and service reliability
• Internal training and controls

If you have any questions about this policy or need help lodging a complaint, please contact: