Complaints Policy (Australia)

Introduction

This policy applies to customers located in Australia. 

If we don’t meet your expectations, we will endeavour to put it right. Your feedback helps us to improve our services and ensure we continue to meet our customer’s needs.

Our Customer Support team is available Monday to Friday, from 9:00 AM to 5:00 PM (CET), to handle complaints promptly and fairly.

How to Make a Complaint

You can submit a complaint by:

  • Email: support@volt.io.
  • Post: Volt Connect Pty Ltd, Customer Support, Level 22, 25 Martin Place, SYDNEY NSW 2000.

When submitting a complaint, please provide your full name and preferred contact details. Include a clear description of your complaint, detailing any relevant dates and events.

If you would like to nominate someone else to handle your complaint on your behalf you can appoint a representative who is at least 18 years old. This could be a trusted friend, family member, legal representative, accredited advisor, or financial counsellor. Once you provide authorisation, we will communicate directly with your representative. However, in some cases, we may require additional information or documentation, such as proof of accreditation, to proceed.

What to Expect from Our Process

Acknowledgment

We will acknowledge receipt of your complaint within 24 hours (or one business day), or as soon as practicable. We may reach out via email, post, or social media, depending on how you contacted us and your personal preference.

Investigation and Timing

We aim to resolve most issues quickly.

  • Resolution within 5 Business Days: If we can resolve your complaint to your satisfaction (or provide a final explanation) within five business days, we may not provide a formal written response unless you specifically request one or if your complaint relates to financial hardship.
  • Standard Resolution: For more complex matters, we will provide you with a formal Internal Dispute Resolution (IDR) Response no later than 30 days after receiving your complaint.
Delays

In rare cases where a complaint is exceptionally complex or circumstances beyond our control arise, we may require more than 30 days. If this happens, we will send you an IDR Delay Notification before the 30 days are up, explaining the reason for the delay and providing you with details on how to contact the Australian Financial Complaints Authority (AFCA).

Our Final Response (IDR Response)

Our written IDR Response will clearly outline:

  • The final outcome of your complaint and the actions we have taken.
  • If we reject or partially reject your claim, we will provide clear reasons, address the specific issues you raised, and explain the facts we used to reach our decision.
  • Your right to escalate the matter to AFCA if you remain dissatisfied.

What If You’re Not Satisfied? 

If you’re not happy with our response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent and free dispute resolution service for consumers and small businesses:

We are committed to resolving issues fairly and improving our services based on your feedback.

Accessibility Support & Services

Below are free services available in Australia for individuals who may need accessibility support:

TTY number

Type telephone service for people who are deaf, hard of hearing or have a speech disorder.

  • Call 133 677 then ask for 13 2221

SMS relay

Relay service for people who are deaf, hard of hearing or have a speech disorder.

  • Text 0416 001 350

Voice relay number

Voice relay service for people who have a speech disorder.

  • Call 1800 555 660

For more info, visit the National Relay Service. You’ll need to register with the NRS before using their service.

Interpreter services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services. This service is provided by the Department of Home Affairs and is available in over 150 languages.