Red Owl Pty Ltd - Complaints & Dispute Resolution Policy

1. Purpose and Commitment

Red Owl Pty Ltd ("RedOwl", "we", "us", "our") is committed to treating all enterprise customers and users fairly, transparently, and in accordance with Australian Financial Complaints Authority (AFCA) standards and international best practices.

This Complaints & Dispute Resolution Policy outlines how customers can raise concerns regarding our services, platform validations, or financial integrations, how RedOwl will address them, and the independent external processes available if disputes cannot be resolved directly.

2. How to Lodge a Complaint

If you are dissatisfied with any aspect of our service or platform verification results, you may contact our Internal Dispute Resolution (IDR) team via:

Email: complaints@redowl.ai
Online: Through your designated Enterprise Relationship Lead or portal support desk.

Please include your organization name, transaction reference or contract ID, and a clear summary of your concern.

3. Our Resolution Process and Timelines

Acknowledgment: We will acknowledge receipt of your complaint within 24 business hours.
Investigation: Our compliance team will review cryptographic transaction logs, rate card rules, and system evidence.
Formal Response: We aim to provide a final written response within 15 business days (and no later than 30 calendar days for complex financial matters).

4. External Dispute Resolution (AFCA)

If you are not satisfied with our final internal response, or if your complaint is not resolved within 30 days, eligible customers may refer the matter to the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Phone: 1800 931 678 (free call in Australia)
Email: info@afca.org.au