Aspire Australia Public Complaints Policy

Overview

This policy explains how you can make a complaint to AFT AU Pty Ltd ABN 64 670 972 997 AFSL 554582 (we, our or us), the key steps we take when dealing with complaints, our response timeframes, the options available to assist complainants who might need additional assistance to lodge a complaint, and details about accessing the Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.

This policy applies to complaints relating to any of our financial products and services that we provide under our Australian Financial Services Licence (AFSL). Further information about those products and services is set out in our Product Disclosure Statement (PDS) and Financial Services Guide (FSG), which are available on our website at www.aspireapp.com/au.

Our internal dispute resolution (IDR) process is free of charge. We will not charge you any fee for lodging a complaint or for us investigating and responding to it.

What is a complaint

A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

This policy doesn’t apply to employment-related complaints raised by our staff, comments made about us where a response is not expected (such as feedback provided in surveys or reports intended solely to bring a matter to our attention), or reports of disputed transactions under a chargeback process.

Our approach to handling complaints

We are committed to providing our services fairly, efficiently and honestly. This commitment includes treating all complaints seriously and handling them in a transparent, impartial and timely manner. Effective complaints handling is important to us: complaints can help us understand where things have gone wrong and give us the opportunity to put things right. That’s why we take a proactive approach to identifying complaints in accordance with our regulatory obligations as a holder of an AFSL.

How to make a complaint

You may make a complaint to us through any of the following communication channels:

Online form: Use the online complaints form available on our website at www.aspireapp.com/complaints

In-app chat: Log in to the Aspire platform to send us a message via our in-app chat.

Email: complaints@aspireapp.com

Mail: Attention: Complaints Manager, AFT AU Pty Ltd ABN 64 670 972 997, Level 5, 10 Shelley Street, Sydney NSW 2000

Phone: +61 (02) 5563 0831

If you make a complaint using another channel (for example, on social media), please do not include any private, confidential or personal information that is publicly visible. Instead, we encourage you to contact us through one of the secure channels listed above to protect your information and so we can better assist you.

If you need help making or managing your complaint

We are committed to making our complaints process accessible to everyone. If you need assistance to make or manage your complaint, we can provide support in the following ways:

We can assist if you have difficulty communicating in English, which might include us arranging for someone to speak to you in your preferred language.
We can accommodate complainants with disabilities, including by accepting complaints via alternative accessible formats or channels.
If you are experiencing a vulnerable situation (for example, financial stress, health difficulties or a difficult personal situation), please let us know so that we can prioritise and handle your complaint with appropriate sensitivity.
You may appoint a representative (for example, a relative, friend or legal adviser) to make or manage your complaint on your behalf. We will need your authority before we can communicate with your representative about your complaint.

If you would prefer to receive a hard copy of this policy, please let us know and we will post one to you free of charge.

Information you should give us

To help us provide you with an outcome to your complaint as quickly as possible, please provide us with the following information when you make your complaint:

your full name and the name of your business;
your contact details (for example, your email address and mobile phone number);
that you are making a complaint and what your complaint is about;
the date(s) on which the relevant issue(s) occurred;
the outcome you are seeking; and
any relevant documentation or evidence that supports your complaint.

How we acknowledge receipt of your complaint

We will promptly acknowledge receipt of your complaint as soon as practicable, and generally within one business day of receiving it. We will usually do this by sending an email to you. If you didn’t provide us with your email address, we will attempt to contact you using one of the other contact methods you provided to us. If you didn’t provide us with any contact details, or if you provided us with inaccurate contact details, we won’t be able to contact you about your complaint.

We may need to take additional steps to verify your identity before we can liaise with you about your complaint. These steps might include requiring you to provide us with an ID document and, if the complaint is made on behalf of a business (for example, a company that is one of our customers), we may also require evidence of your authority to act on behalf of that business.

How we investigate your complaint

If an outcome to your complaint can’t be provided immediately, we will need to investigate it. Complaints are investigated by persons who have not been involved in the subject matter of your complaint. We will update you about the progress of the investigation. We may ask you to provide us with further information to assist us with our investigation. To help avoid delays, please promptly respond to our requests or let us know if you need more time. Following completion of our investigation, we will provide you with an outcome of your complaint.

Providing you with the outcome of your complaint

We will provide you with our written decision (called an IDR response) within 30 calendar days of receiving your complaint. Our IDR response is a written communication to you, informing you of:

the final outcome of your complaint under our IDR process (either confirmation of actions taken by us to fully resolve the complaint, or reasons for rejection or partial rejection of the complaint);
your right to take the complaint to AFCA if you are not satisfied with our IDR response; and
the contact details for AFCA.

If we reject all or part of your complaint, our IDR response will clearly set out the reasons for our decision by:

identifying and addressing the issues raised in your complaint;
setting out our findings on the material questions of fact and referring to the information that supports those findings; and
providing enough detail for you to understand the basis for our decision and to be fully informed when deciding whether to escalate the matter to AFCA or another forum.

The level of detail in our IDR response depends on the complexity of the complaint as well as the nature and extent of our investigation into your complaint.

When we cannot meet the 30-day timeframe

If we are unable to provide our IDR response within 30 calendar days due to the complexity of your complaint or circumstances beyond our control, we will notify you in writing before that time period expires. That notification will:

explain the reasons for the delay;
give you an estimate of when we expect to provide our IDR response; and
inform you that you have the right to escalate your complaint to AFCA immediately – you do not need to wait for our IDR response before contacting AFCA.

If your complaint is about unauthorised transactions that are covered by card scheme rules, the timeframes for providing a response set out in those card scheme rules will apply, which may be longer than the 30 calendar day timeframe.

Complaints closed within 5 business days

In some situations, we might be able to provide you with the outcome of your complaint immediately or within a few days.

We do not need to provide you with a written IDR response if we close your complaint by the end of the fifth business day after receipt in circumstances where we have:

resolved the complaint to your satisfaction; or
given you an explanation and/or apology when we can take no further action to reasonably address your complaint.

However, if you request a written response from us after we have closed your complaint, then we will provide a written IDR response to you.

Your right to complain to AFCA

AFCA is an independent, free and impartial external dispute resolution scheme for financial complaints. If you are not satisfied with our IDR response or the way we have handled your complaint, you have a right to complain to AFCA.

You also have a right to complain to AFCA immediately and/or without waiting for us to complete our IDR process, including in any of the following circumstances:

we have informed you that we will not be providing an IDR response;
we have failed to respond to your complaint within the required timeframes; or
we have issued you with an IDR delay notification and you do not wish to wait for our IDR response.

AFCA handles complaints from individuals and small businesses. AFCA’s ability to consider your complaint is subject to its own rules, including eligibility criteria and time limits. There are certain complaints that AFCA cannot consider – you should contact AFCA directly for details.

AFCA’s contact details are:

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call in Australia)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you submit a complaint to AFCA about us, you will need to tell them which financial firm you are complaining about – to do that, you may cite our AFCA member number, which is 104971 or our company’s legal name, which is AFT AU Pty Ltd.

How we handle your personal information

When you make a complaint to us, we will collect and use your personal information for the purpose of investigating and responding to your complaint as well as to meet our regulatory reporting obligations in relation to complaints. You can find out more details about how we handle personal information in our Privacy Policy, which is available on our website at www.aspireapp.com/au. If you have any questions about how we handle your personal information, please contact us.

Need help but don’t have a complaint?

If you have a question or issue with your Aspire account but don’t need to submit a complaint, our customer support team can often resolve things quickly. You may reach us via the in-app chat after logging into the Aspire platform, emailing us at support@aspireapp.com, or consulting our online help centre at www.aspireapp.com/au.

If you are not satisfied with the service you have received, or if your issue has not been resolved to your satisfaction, you can always escalate your concern by submitting a complaint using the process described above in this policy.

Last Updated: 24 May 2026