VALCO GROUP PTY LTD - COMPLAINTS AND COMPLIMENTS

Internal Dispute Resolution (IDR) Process

Viking Asset Aggregation Pty Ltd is committed to providing an exceptional level of customer service. We value and welcome feedback and seek to continually improve our products and services. If you have any feedback on how we can improve, please contact us.

This policy relates to Viking Asset Aggregation Pty Ltd. Should you have a complaint with a product or service supplied by our brokers you should direct your complaint to the broker, although we can assist if needed. Complaints regarding Viking Asset Aggregation Pty Ltd will be handled in accordance with this Complaints Handling Policy.

How you may lodge a complaint or make a compliment

If you have a complaint about the product(s) and/or service(s) we have provided to you or you have a compliment to share, we would love to hear from you. You can contact us using the contact details below:

When you contact us, please provide as much information as you can, including any relevant documents, about the issue you experienced so that we can try and resolve the complaint quickly and fairly. We will ask you how you would like your complaint to be resolved so that we can work with you to manage your expectations and to seek to resolve the complaint to your satisfaction, if possible.

Dealing with complaints

Acknowledgement

We will acknowledge your complaint within one (1) business day of receiving the complaint, or as soon as practicable. When we acknowledge your complaint, we will also have regard to any preferences you have expressed about the way you would like us to communicate with you.

Assessment and investigation

We will investigate your complaint in a manner that is appropriate to the complaint, including:

• assessing the subject matter of the complaint;
• the remedy sought; and
• your position and ours.

For straightforward complaints, we may resolve your complaint when you first contact us. If we resolve your complaint to your satisfaction within five (5) business days of receiving your complaint, we will not send you an IDR response. Instead, we will record the complaint and our response internally.

IDR response

For complaints we cannot resolve within five (5) business days, we will send you an IDR response. If the complaint is not resolved to your satisfaction, the response will inform you of:

• the final outcome of your complaint and our reasons for our decision;
• your right to take your complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response; and
• AFCA's contact details.

Response timeframes

We will provide you with our IDR response no later than thirty (30) calendar days after receiving your complaint unless your complaint relates to hardship (in which case we will respond within twenty-one (21) calendar days of receipt) or a credit-related complaint about a default notice.

Credit-related complaints about default notices: For complaints relating to default notices, the following timeframes apply:

• We will not provide an IDR response later than twenty-one (21) calendar days after the complaint was made.
• If you requested that we suspend enforcement proceedings, we will not take enforcement action before:
  • the complaint is resolved;
  • we have provided our IDR response; or
  • you have taken your complaint to AFCA.
• If we decide not to suspend enforcement proceedings, we will inform you of our reasons.

Complex complaints: If your complaint is complex and we are unable to provide our IDR response within twenty-one (21) or thirty (30) calendar days (as applicable), we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA's contact details.

Our external dispute resolution scheme – AFCA

If you are not satisfied with our response or we have not resolved your complaint within the required timeframes set out above, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent complaint resolution service which is free to consumers.

AFCA can consider complaints where the claim does not exceed $5,000,000 for most complaints and there are some sub-limits that may also apply. There are also time limits that apply to complaints to AFCA. Please contact AFCA directly for more information about their complaint resolution process and any applicable time or monetary limits that apply.