Complaints Policy

Effective from: 24 May 2026

This Complaints Policy explains how to make a complaint to Monitrax and how we handle complaints.

1. What you can complain about

You may complain about:

• account access;
• subscriptions or billing;
• privacy;
• Consumer Data Right data;
• data accuracy or deletion;
• security concerns;
• marketing communications;
• service availability;
• support interactions;
• AI outputs;
• professional marketplace interactions;
• any other issue relating to Monitrax.

2. How to make a complaint

Please contact us at admin@monitrax.com.au.

Please include:

• your name;
• the email address linked to your Monitrax account;
• a description of the issue;
• any relevant dates, screenshots, invoices, messages, or reference numbers;
• what outcome you are seeking.

Do not include unnecessary sensitive information in your complaint.

3. Acknowledgement and response times

We aim to acknowledge complaints within 5 business days.

We aim to provide a substantive response within a reasonable time, usually within 30 days.

If a complaint is complex or requires more time, we will tell you where reasonably practical.

4. Privacy and CDR complaints

If your complaint relates to privacy or Consumer Data Right data, we will handle it in accordance with our Privacy Policy, CDR Policy, and applicable law.

We may need to verify your identity before disclosing information or making changes to your account or data.

5. Billing complaints

If your complaint relates to a subscription, payment, renewal, cancellation, refund, or invoice, we may ask for payment information, invoice details, and transaction dates.

Refunds are provided where required by the Australian Consumer Law or another applicable law. Otherwise, refunds are handled in accordance with our Subscription and Billing Terms.

6. AI output complaints

If an AI output appears incorrect, unsafe, inappropriate, or appears to provide personal advice or a recommendation, please report it.

We may review the output, improve controls, restrict a feature, or take other action where appropriate.

AI outputs should not be relied on as professional advice.

7. Professional marketplace complaints

If your complaint relates to an independent professional you contacted through Monitrax, we may be limited in what we can do.

Unless we expressly state otherwise, third-party professionals are independent and are responsible for their own advice, services, fees, conduct, and professional obligations.

We may review complaints about misuse of Monitrax, misleading profiles, safety concerns, or breaches of marketplace terms.

8. External complaint options

Depending on the nature of your complaint, you may have rights to contact:

• the Office of the Australian Information Commissioner for privacy and CDR matters;
• the Australian Competition and Consumer Commission for consumer law matters;
• the Australian Communications and Media Authority for spam or electronic marketing matters;
• the Australian Securities and Investments Commission for financial services or credit regulatory concerns;
• the Tax Practitioners Board for tax agent conduct concerns;
• the Australian Financial Complaints Authority, but only where the complaint concerns a financial firm or service within AFCA's jurisdiction;
• another regulator, tribunal, court, or external dispute resolution body.

We will tell you where we reasonably can if a particular pathway appears relevant.

9. No retaliation

We will not suspend, restrict, or terminate your account merely because you made a complaint in good faith.

We may still take action if an account breaches our Terms of Service, creates a security risk, involves unlawful conduct, or poses risk to Monitrax, users, or third parties.

Contact

ReNew Holding Company Pty Ltd ACN: 675 267 311 Email: admin@monitrax.com.au Postal address: 10 Fairview St, Guildford NSW 2161, Australia

Version: v1.0-2026-05-24 Effective from: 24 May 2026