Comparable Complaints & Dispute Resolution Policy

1. Purpose

This policy provides a clear and transparent framework for handling complaints across all Comparable services, ensuring complaints are managed:

• Fairly
• Efficiently
• Consistently
• In line with regulatory and partner obligations

This policy is designed to align with applicable laws and industry standards, including the Private Health Insurance Intermediaries Code of Conduct (PHIIA Code).

2. Scope

This policy applies to:

• All Comparable employees and contractors
• Complaints received via phone, email, website, chat, social media, or retailer referral
• Complaints relating to all verticals:

• Energy
• Telco
• Health Insurance
• Finance

3. What is a Complaint

A complaint is any expression of dissatisfaction relating to:

• Our services or staff
• A product or provider we have facilitated
• Our processes, systems, or communications

4. How to Make a Complaint

You can contact us via:

• Email: info@comparable.com.au
• Phone: 1300 754 155
• Website: comparable.com.au

We will assist customers requiring additional support, including accessibility or language assistance.

5. Our Complaints Handling Process

Step 1 – Receipt & Acknowledgement

• All complaints are recorded and logged in Comparable systems
• Acknowledgement is provided within 1 business day

Step 2 – Case Assignment

• A Complaints Manager reviews the complaint
• A Case Manager is assigned and introduced to the customer

Step 3 – Investigation

The Case Manager will:

• Gather relevant evidence (call recordings, CRM data, documents)
• Conduct a root cause analysis
• Liaise with internal teams and/or providers

Step 4 – Resolution

• We aim to resolve complaints within 2 business days
• If more time is required, we will update you every 2 business days
• Where relevant, a Corrective Action Plan will be implemented

A complaint is considered resolved when:

• The customer confirms satisfaction.

Step 5 – Escalation

• Unresolved complaints are escalated to the Executive Team for independent review
• The Executive Team will reassess the complaint and determine an appropriate outcome
• High-risk complaints (e.g. compliance breach, fraud, media risk) are escalated immediately to the Executive Team

Step 6 – Closure & Communication

• You will be informed of the outcome
• The complaint is formally closed and recorded in Comparable systems
• Written confirmation will be provided if requested

6. Timeframes

• Acknowledgement: within 1 business day
• Resolution target: within 2 business days
• Updates for extended cases: every 2 business days
• High-risk escalation: immediate

7. Our Role in Complaints

Comparable acts as:

• A comparison and switching facilitator (Energy & Telco)
• A health insurance intermediary via The ItsMy Group (IMG)
• A credit assistance provider and/or referrer (Finance)

Where a complaint relates to a provider, we may:

• Work with the provider to resolve the issue, and/or
• Direct or assist you to contact the relevant provider (including the relevant health fund) or ombudsman

8. External Dispute Resolution

If you are not satisfied with our response, you may:

8.1 Contact the Relevant Provider

Where your complaint relates to a product, you may contact the relevant:

• Health fund
• Energy retailer
• Telco provider
• Lender or financial institution

Comparable will assist in facilitating this where appropriate.

8.2 Contact External Dispute Resolution Bodies

Energy Ombudsman (All States)

• Victoria (VIC)
  Energy & Water Ombudsman Victoria (EWOV)
  Phone: 1800 500 509
  Website: www.ewov.com.au
• New South Wales (NSW)
  Energy & Water Ombudsman NSW (EWON)
  Phone: 1800 246 545
  Website: www.ewon.com.au
• Queensland (QLD)
  Energy & Water Ombudsman Queensland (EWOQ)
  Phone: 1800 662 837
  Website: www.ewoq.com.au
• South Australia (SA)
  Energy & Water Ombudsman South Australia (EWOSA)
  Phone: 1800 665 565
  Website: www.ewosa.com.au
• Australian Capital Territory (ACT)
  Energy & Water Ombudsman NSW (EWON)
  Phone: 1800 246 545
  Website: www.ewon.com.au
• Tasmania (TAS)
  Energy Ombudsman Tasmania
  Phone: 1800 001 170
  Website: www.energyombudsman.tas.gov.au
• Western Australia (WA)
  Energy & Water Ombudsman Western Australia
  Phone: 1800 754 004
  Website: www.ombudsman.wa.gov.au
• Northern Territory (NT)
  Utilities Commission NT
  Phone: 08 8999 5480
  Website: www.utilicom.nt.gov.au

Health Insurance

• Private Health Insurance Ombudsman (PHIO)
  Phone: 1300 362 072
  Website: www.ombudsman.gov.au

Telco

• Telecommunications Industry Ombudsman (TIO)
  Phone: 1800 062 058
  Website: www.tio.com.au

Finance

• Australian Financial Complaints Authority (AFCA)
  Phone: 1800 931 678
  Website: www.afca.org.au

9. Record Keeping & Reporting

• All complaints are logged and tracked in Comparable systems
• Data is used for trend analysis
• Staff training
• Process improvements
• Records are retained in line with Comparable's Data Retention Policy

10. Compliance & Continuous Improvement

• This policy is reviewed annually by the QA & Training Manager
• Staff receive regular training on complaint handling
• Complaint trends inform ongoing improvements

This policy is designed to align with Part A, Clause 6 of the PHIIA Code of Conduct. Nothing in this policy limits Comparable's obligations under applicable laws or industry codes.

11. Commitment to Fairness

We are committed to:

• Handling complaints objectively and without bias
• Treating customers with respect
• Ensuring complaints do not negatively impact service
• Using feedback to improve our operations

12. Contact

Comparable (Ethical Prospecting Pty Ltd)

• Email: info@comparable.com.au
• Phone: 1300 754 155

13. Version Control