Complaints Management Policy

1. INTRODUCTION

1.1 Vellum Australia Pty Ltd (“the entity, we or us”) is committed to

effective and efficient complaints management and to fair and

transparent dealings in the financial marketplace

1.2 A complaint is an expression of dissatisfaction made to or about

an organisation, related to its products, services, staff or the handling

of a complaint, where a response or resolution is explicitly or

implicitly expected or legally required.

2. OUR COMPLAINTS MANAGEMENT PROCESS

2.1 We take your feedback seriously and will work proactively to

investigate and resolve your complaint. If you have a complaint,

please contact us by any of the following methods:

(a) Email: info@vellum.com.au;

(b) Telephone: 1300 838 338; or

2.2 Any material relating to the entity’s Internal Dispute Resolution

(“IDR”) process will be provided to you free of charge.

2.3 We will collect certain information from you, including:

(a) Your name;

(b) Your contact details;

(d) A description of your complaint; and

(e) How you would like the complaint resolved.

2.4 We will acknowledge your complaint, generally within two (2)

business days and give you the contact details of the person

responsible for dealing with your complaint.

2.5 The person responsible for dealing with your complaint will

commence their investigation and may require further details from

you. Upon completion of their investigation, the person responsible

for dealing with your complaint will contact you with an IDR

response. This will provide you with information about:

(a) the final outcome of your complaint at IDR; and

(b) information about other remedies that may be available to you.

3. TIMEFRAME FOR RESOLVING COMPLAINTS

3.1 We endeavour to resolve all complaints as quickly as practicable.

Many complaints can be resolved within days or on the spot. We will

keep you informed in relation to your dispute and will provide you

with an IDR response within forty-five (45) calendar days of receiving

your complaint.

4. ACCESSIBILITY SERVICES

4.1 We take our commitment to provide accessible services to

customers seriously.

4.2 If you are deaf or have a hearing or speech impairment, you can

offers an Australia-wide phone service for people who are deaf or

have a hearing or speech impairment. It’s available at no additional

charge:

(a) Talk to text users, please call 133 677 and then ask for 1300 838 338;

(b) Speak to listen users, please call 1300 555 727 and then ask for

1300 838 338;

1300 838 338.

4.3 If you require this Policy is another language, please contact us at

the details below.

5. CONTACT US

5.1 If you have any questions or would like further information about

our complaints handling process, please contact us by:

(a) Email: info@vellum.com.au; or

(b) Phone: 1300 838 338; or