Feedback & Complaints

1. How to make a complaint

• Email: complaints@statementiq.com.au (privacy matters may also go to privacy@statementiq.com.au)
• Post: Complaints Officer, Vertial Holdings Pty Ltd, Level 32, 101 Miller Street, North Sydney NSW 2060
• Any other channel you already use with us — a reply to any of our emails or messages reaches us and is treated the same way.

You can also complain through a representative — a financial counsellor, family member, friend, community worker or legal representative acting with your consent — and we will deal with them as we would with you.

2. What happens next

1. Acknowledgement within 1 business day. We confirm in writing that we have your complaint and who is handling it.
2. Investigation. Your complaint is handled by our Complaints Officer, independent of the person or process complained about wherever possible. We may contact you for details.
3. A written response within 30 calendar days. Our final response will tell you the outcome, our reasons, and your right to escalate — including the external options below. Most complaints are resolved well before 30 days; if an exceptional delay occurs we will tell you why and when to expect our response.

We keep a record of every complaint and its outcome, and we review complaint patterns to fix underlying causes, not just individual cases.

3. Accessibility and support

If you need support to make a complaint, we will provide it. We can communicate through the National Relay Service (accesshub.gov.au) for people who are deaf or have a hearing or speech impairment, and through the Translating and Interpreting Service (TIS National) on 131 450 if you prefer a language other than English. If you are experiencing vulnerability — including financial abuse, family violence, illness or hardship — tell us as much or as little as you like and we will take extra care with your complaint and your information. Documents are available in accessible formats on request.

If money worries are part of the picture, free and independent help is available from a financial counsellor via the National Debt Helpline on 1800 007 007.

4. If you are not satisfied — free external options

You can escalate at any time — you do not have to wait for our response or for 30 days to pass. Both avenues below are free for consumers.

Australian Financial Complaints Authority (AFCA)

Complaints about the handling of your CDR (banking) data can be taken to AFCA, the external dispute resolution scheme of which our CDR principal, Fiskil Pty Ltd (Accredited Data Recipient ADRBNK000246), is a member:

• Online: afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Post: GPO Box 3, Melbourne VIC 3001

Time limits apply to AFCA complaints (generally 2 years from our final response) — AFCA can explain how they apply to you.

Office of the Australian Information Commissioner (OAIC)

For privacy and CDR data-handling complaints:

• Online: oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5288, Sydney NSW 2001

5. Complaints about the firm assisting you

StatementIQ prepares income and expense reports at the request of the firm you nominated. If your complaint is about that firm’s advice, fees or conduct, it is best raised with the firm directly under its own complaints process — but if you raise it with us, we will pass it to the firm with your consent and tell you we have done so. Complaints about how we handled your data always belong with us.