Complaints Policy

At Bundle Services Pty Ltd (ABN 41 689 011 087) ("Keel", "Keel Money", "we", "our", "us"), we are committed to providing quality services and ensuring that any concerns or complaints are handled fairly, promptly, and transparently. This policy explains how you can make a complaint and how we will deal with it.

1. How to Make a Complaint

If you have a complaint about our services, please contact us using one of the following methods:

Email: support@keelmoney.com.au

Please provide as much detail as possible, including your full name, contact details, a description of the issue, and any supporting documents.

2. How We Handle Complaints

2.1 We will acknowledge your complaint within 2 business days of receiving it.

2.2 We will investigate your complaint fairly and promptly, and may contact you if we require further information.

2.3 We aim to resolve all complaints within 30 calendar days. If more time is needed, we will inform you of the reason and expected timeframe.

3. If You Are Not Satisfied

If you are not satisfied with our response, you may have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.

4. Regulatory Status

Keel Money is currently in the development and pre-launch phase. Bundle Services Pty Ltd does not currently hold an Australian Financial Services Licence (AFSL) and is not yet authorized to provide financial services. Any description of product features, including bill smoothing and payment automation, refers to intended future functionality. Product launch and availability are strictly subject to the successful completion of regulatory approvals.

5. Commitment to Fairness

We take all complaints seriously. Our goal is to resolve issues in a way that is fair, respectful, and consistent with our legal and regulatory obligations.

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