Complaint Handling Policy

Crew Up Pty Limited Complaints Handling Policy

Last updated: May 2026

Crew Up Pty Ltd (trading as Crew Up), A.C.N 695421124 together with its subsidiaries and affiliates (collectively referred to as "We", "Our" or "Us"), is committed to the fair and timely resolution of complaints in accordance with the Australian Consumer Law (ACL)Privacy Act 1988 (Cth) ("Privacy Act") and other applicable Australian laws, regulations, and industry standards.

This Complaints Handling Policy details our policies for our handling, review and resolution of complaints concerning our Goods and Services, staff or complaints process.

This Policy applies to all employees, officers, contractors, and representatives of Our business and to all complaints received from Our customers, clients, suppliers, or any other parties relating to Our activities, goods, services, or personnel.

Definitions
1. Complaint
  An expression of dissatisfaction made to or about Our Business, related to Our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
2. Complainant, You
  The person or party lodging a complaint with the Business
3. Complaints Handling
  The process by which the Business receives, acknowledges, investigates, responds to, and where appropriate, resolves a complaint
4. AFCA
  Australian Financial Complaints Authority—the government-authorised external dispute resolution scheme for certain financial and credit-related complaints.
5. Systemic Issue
  A matter that may affect multiple customers or indicate broader compliance or operational weaknesses within the Business.
POLICY PRINCIPLES
1. Accessibility
  1. Complaints may be submitted via email, telephone, post, in person, online forms, or through the Our official social media accounts.
  2. We allow for complaints to be made anonymously, provided sufficient information is supplied to Us to facilitate Our investigation and response.
  3. All complaints will be acknowledged within five (5) business days of receipt, or as soon as practicable.
  4. We aim to provide a final written response to the Complainant within thirty (30) calendar days of receiving the complaint, or sooner where required by law (e.g., twenty-one (21) calendar days for certain credit-related default or hardship complaints).
  5. If more time is required due to the complexity of the complaint or other reasonable cause, You will be informed of any delays, given reasons, and provided with an updated timeframe for resolution.
2. Fairness and Objectivity
  1. We will handle Complaints will impartially, objectively, and without bias, discrimination, or unreasonable delay.
  2. You will be treated courteously and respectfully.
  3. The person We assign to resolve the complaint will not have a conflict of interest or prior involvement in the subject matter of the complaint wherever practicable.
3. Confidentiality and Privacy
  1. All complaints will be managed in a confidential manner.
  2. Personal information obtained in the course of complaint management will be handled in accordance with the Privacy Act 1988 (Cth), Our Privacy Policy and applicable laws and regulations.
  3. Complainants may choose to remain anonymous or request confidentiality; such requests will be respected except where disclosure is required by law.
4. Protection from Retaliation
  1. Complainants, witnesses, and staff involved in raising or investigating complaints will not be subject to disadvantage, retaliation, or adverse treatment as a result of lodging or participating in the complaint process.
5. Transparency
  1. We will provide information on process steps, expected timeframes, progress updates, and the outcome of all complaints.
  2. If systemic issues or significant concerns are identified in the course of complaints handling, they will be escalated for remedial action and senior management consideration.
COMPLAINTS HANDLING PROCEDURE
1. Submission of Complaints
  1. Complaints may be lodged by email, telephone, mail or through Our social media channels. Our contact details can be found at the end of this Policy.
2. Acknowledgement of Receipt
  1. All complaints will be acknowledged in writing or via the same channel used by the complainant within five (5) business days of receipt, or as soon as practicable.
  2. If a complaint is received anonymously, We will investigate as far as reasonably possible, based on the information provided.
3. Investigation
  1. Each complaint will be investigated thoroughly, having regard to the nature and complexity of the issues raised.
  2. We may request any necessary additional information from the You.
  3. Where the investigation cannot commence or proceed due to insufficient information, the complainant will be contacted (if possible) for clarification.
4. Communication and Progress Updates
  1. You will be kept informed of the progress of Your complaint, particularly where there are delays, unexpected issues, or the need for further information from You or another person or entity.
5. Resolution and Response
  1. We will provide a final written response to You within thirty (30) calendar days of receiving the complaint, or within any shorter timeframe required by applicable law.
  2. Our response to You will include:
    1. The outcome of the complaint and any reasons for the decision;
    2. The steps taken to investigate and resolve the issue;
    3. Any proposed remedies, corrective actions, or other follow-up offered;
    4. Your right to request a review, escalate the complaint internally, or refer the matter to an external dispute resolution body such as AFCA or the relevant State or Territory consumer protection authority.
  3. If You do not request a review of Our decision within five (5) business days of receiving Our Response, We will close the complaint without providing a written outcome unless otherwise required by law.
6. Internal Review and Escalation
  1. If You are not satisfied with how Your complaint has been handled or the outcome, You may request an internal review by a more senior manager or a designated Compliance Officer (if applicable).
7. Systemic issues or patterns identified in complaints will be reported to senior management for remediation and, if required, review of business practices, procedures, or training.
External Review and Referral
1. Where our internal procedure does not resolve a complaint Your satisfaction, You may refer Your complaint to an appropriate external body, including but not limited to:
  1. Australian Financial Complaints Authority (AFCA) (for eligible financial matters)
  2. State or Territory fair trading or consumer protection authorities, e.g. NSW Fair Trading, Consumer Affairs Victoria
  3. The Office of the Australian Information Commissioner (OAIC) (for privacy-related complaints).
Complaints may be declined
1. We may decline to review Your complaint where:
  1. Your complaint fails to clearly set out the nature of/basis for the complaint;
  2. Your complaint seeks a review of Our right to terminate the Contract with You pursuant to Our Terms,
  3. Your complaint relates to a breach by You of Our Terms,
  4. Your complaint would reasonably be characterised as vexatious, frivolous or trivial,
  5. the substance of Your complaint has previously been addressed by Us,
  6. the conduct You complain about amounts to serious misconduct or a serious risk to the health or safety of Our staff or other Users of Our Goods and Services or amounts to a criminal offence, or where mandatory reporting is legislated and/or We have an obligation to deal with the matter under the relevant rules and to refer the matter to the police or other appropriate external agency for investigation,
  7. legal action has been commenced or threatened to be commenced (either by the You or Us) in a court or before another judicial authority, or We form the view that legal action may be commenced by another party at a future time and in the circumstances is of the view that resolution of the matter through this policy is not appropriate,
  8. You do not cooperate or reasonably participate with Us in seeking to resolve the complaint.
Our Contact Details

Support@crewup.net.au

0434000757

www.crewup.net.au

PO BOX 60 SMITHFIELD WEST NSW 2164