Complaints Handling Policy

Equivest is committed to resolving complaints fairly, promptly and free of charge. This policy explains how to make a complaint and what to expect.

1. What is a complaint

A complaint is any expression of dissatisfaction made to us about our services, our platform, our staff, or our handling of a complaint, where a response or resolution is expected. You do not need to use the word “complaint” for us to treat it as one.

2. How to make a complaint

You can complain by:

Email: complaints@equivest.ai
Through the Platform: via the chat box in your account

Please include your name, contact details, a description of the issue, what outcome you are seeking, and copies of any relevant documents. If you need assistance to make a complaint — including language assistance or support for accessibility needs — tell us and we will help. You may also have an authorised representative (such as a family member, adviser or advocate) complain on your behalf.

3. Our process and timeframes

Acknowledgement. We will acknowledge your complaint within 1 business day of receiving it.
Assessment. Your complaint will be reviewed by a person with authority to resolve it, and where practicable someone not involved in the original issue.
Updates. If we need more information we will ask promptly, and we will keep you informed of progress.
Resolution. We aim to resolve complaints within 30 calendar days. If we cannot, we will tell you why, and give you a revised timeframe.
Written response. For any complaint not resolved to your satisfaction within 5 business days, we will provide a written response setting out the outcome, the reasons for our decision, and your escalation options.

4. If you are not satisfied

If you are not satisfied with our final response, or we have not resolved your complaint within 30 days, you may:

request an internal review by a senior manager or director not involved in the original decision;
for privacy complaints, contact the Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au, 1300 363 992; and
for other matters, pursue external options including mediation or the courts.

Your consumer rights under the Australian Consumer Law are not affected by this policy.

5. Recording and learning

We record all complaints, their outcomes, and the time taken to resolve them. Complaint data is reviewed annually by a director to identify systemic issues and improve our services.

6. Contact

Complaints Officer, Equivest AI Pty Ltd — Email: complaints@equivest.ai