1. HOW TO LODGE A COMPLAINT

You can lodge a complaint with us free of charge through any of the following channels:

• Email: contact@banosuperapp.com
• Social Media: You can also reach out via our official social media pages.

If you need extra support to lodge a complaint (such as using an interpreter or a relay service), please let us know, and we will do our best to assist you.

2. OUR PROCESS: WHAT TO EXPECT

Once we receive your complaint, we follow a structured process to ensure it is handled fairly:

1. Acknowledgment: We will acknowledge receipt of your complaint within 24 hours, one business day or as soon as practicable.
2. Review: We will investigate the circumstances of your complaint. This may involve speaking with relevant staff or reviewing your account records.
3. Resolution: We will work with you to find a fair solution.
4. Response: We will provide you with an Internal Dispute Resolution (IDR) Response, which explains our decision and the reasons behind it.

3. RESPONSE TIMEFRAMES

We aim to resolve most issues quickly. Under applicable regulation, we are required to provide a final response no later than 30 calendar days after receiving your complaint.

If we cannot provide a response within 30 days due to the complexity of the matter, we will notify you of the delay, the reasons for it, and your right to contact the Australian Financial Complaints Authority (AFCA).

4. YOUR RIGHT TO EXTERNAL REVIEW

If you are not satisfied with our final response, or if we do not resolve your complaint within the required timeframe, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA).

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

AFCA's contact details: