How we handle complaints.

WorkUp is committed to providing a high standard of service. If you are dissatisfied with any aspect of our platform or services, we encourage you to contact us so we can investigate and resolve the issue.

You can submit a complaint by:

• Email: support@letsworkup.com
• Website: letsworkup.com/contact
• Mail: WorkUp Pty Ltd (ACN 669 680 675, ABN 76 669 680 675), Shop 7/6 Airlie Esplanade, Airlie Beach QLD 4802

• Your name
• Business name
• Contact details
• Description of the complaint
• Relevant dates and supporting information

Once we receive your complaint, we will:

• We aim to acknowledge complaints within 1 business day and no later than 5 business days.
• Investigate the complaint fairly and promptly.
• Keep you informed of progress where appropriate.
• Provide a written final response within 30 calendar days of receiving your complaint, in line with ASIC Regulatory Guide 271 (Internal Dispute Resolution).

If we cannot resolve your complaint within 30 days, we will write to you to explain the reason for the delay and let you know your right to escalate the matter to the Australian Financial Complaints Authority (AFCA).

Airwallex is responsible for the regulated financial products issued through its AFSL. Complaints relating to those products may be handled directly by Airwallex in accordance with its dispute resolution procedures.

Where a complaint relates to a regulated financial product or payment service provided by Airwallex through the WorkUp platform, we will refer the complaint to Airwallex for investigation and resolution, or you may contact Airwallex directly. WorkUp is not authorised to determine, admit liability for, or settle complaints about Airwallex's financial services; those complaints are handled by Airwallex.

If you are not satisfied with the outcome of a financial services complaint, you may lodge it with the Australian Financial Complaints Authority (AFCA), the free and independent external dispute resolution scheme of which Airwallex is a member:

• AFCA Member Number: 43525
• Website: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If your complaint relates to the handling of your personal information, please contact us first. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Mail: GPO Box 5288, Sydney NSW 2001

Email: support@letsworkup.com