Simplify Complaints Handling Policy and Process

At Simplify, we are committed to providing exceptional service and ensuring our customers are treated fairly and respectfully. We value your feedback and take complaints seriously.  Our goal is to resolve all complaints promptly, fairly, transparently and in line with our regulatory obligations.

This document outlines how you can lodge a complaint, how we handle your complaint, relevant response timeframes, and your right to escalate the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA) if you're not satisfied with our resolution.

A complaint is any expression of dissatisfaction made to us, related to our products, services, staff, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

You can lodge a complaint with Simplify using any of the following methods:

• Online: Via the contact form on our website:

• Email: complaints@simplify.com.au

• Phone: 1300 219 188

• Mail: U301/148 Logis Boulevard Dandenong South, VIC 3175

To help us investigate and resolve your complaint efficiently, please include:

• Your full name and contact details

• A clear description of your complaint

• Any supporting information or documentation

• Your preferred outcome or resolution

We aim to resolve complaints as quickly, fairly and efficiently as possible. Our process is as follows:

• We will acknowledge receipt of your complaint within 1 business day.

• We will review your complaint objectively and fairly.

• We may contact you for more information if needed.

• We aim to resolve most complaints within 5 business days.

• If we are unable to resolve your complaint within 5 business days, we will provide you with a written Internal Dispute Resolution (IDR) response within 30 calendar days of receiving your complaint.

If there is a delay in finalising our investigation, we will explain the reason and provide you with regular updates.

If you are not satisfied with our final response or we do not resolve your complaint within 30 calendar days, you can escalate the matter to our external dispute resolution provider:

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers.

Contact Details:

• Website: www.afca.org.au

• Email: info@afca.org.au

• Phone: 1800 931 678 

• Mail: GPO Box 3, Melbourne VIC 3001, Australia

AFCA can consider complaints related to a wide range of financial services issues. For more details on the types of complaints AFCA can handle, visit their website.

Simplify complies with the regulatory requirements of:

• Australian Securities and Investments Commission (ASIC) Regulatory Guide 271 (RG 271) – Internal Dispute Resolution

• Corporations Act 2001 (Cth)

• Australian Financial Services Licence (AFSL) obligations

We maintain comprehensive records of all complaints, including the nature of the complaint, steps taken to resolve it, the outcome, and timeframes.

We review this policy at least annually or whenever there are significant changes to legal, regulatory, or operational requirements.

Last Updated: 25 March 2025