Public Complaint Policy

1.    Purpose of this policy

The purpose of the Complaints Policy (‘this Policy’) is to set out how Picnic Licensing Pty Ltd (ACN: 647642117 AFSL: 532540) and our Authorised Representatives (‘Picnic ’‘We’, ‘Us’) will deal with customer complaints.

Picnic values customer feedback and views customer complaints as a mechanism to provide us with valuable feedback and an opportunity for us to learn and improve the operations of our business, in addition to complying with the relevant regulatory and legislative requirements in providing customers with all the information they need to raise a complaint with us.

 This Policy, as well as Picnic’s complaints handling and dispute resolution processes, are intended to comply with the requirements of Corporations Act sub-s 912A(2) [Contents of dispute resolution system]; and AS ISO 10002-201406.and has been prepared in accordance with guidance provide by ASIC’s Regulatory Guide 271: Internal Dispute Resolution;  

2.    How to lodge a complaint with us

Picnic wants you to have an outstanding experience. If you are dissatisfied or have a complaint about us, please contact us using one of the below methods:‍

Phone: 02 8310 6981

Email: hello@picniclabs.io

When lodging a complaint with us, please provide us with your:

Full name;

Contact details;

Details of your complaint; and

The outcome you are seeking.

This is a free service.

3.    Complaint procedures and timeframes

We take pride in offering excellent customer service and will endeavour to solve your concerns fairly and quickly as possible. Once we or our Authorised Representative receive your complaint, we will:

Acknowledge and record your complaint within 24hours (or one Business Day);

Try to resolve your complaint immediately, where possible;

If we are unable to resolve your complaint immediately, we’ll investigate your complaint and provide an appropriate resolution; and

We’ll provide you with a response to your complaint within 30 business days, and if we are unable to resolve your complaint within these timeframes, we will inform you.

If you do not receive a response from us within these timeframes, or are unsatisfied with our response to your complaint, please let us know using the above contact details, and we will refer you to the Australian Financial Complaints Authority (‘AFCA)

4.    Australian Financial Complaints Authority(AFCA)

AFCA is an impartial and independent not-for-profit that assists consumers and small businesses to reach agreements with financial firms to resolve their complaints. This service is free to consumers.

The contact details for AFCA are:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678

Fax: (03) 9613 639

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