Complaints Handling Policy

1.1 Purpose

Tool-O is committed to handling complaints fairly, consistently, efficiently and respectfully.

This Complaints Handling Policy explains how complaints relating to the Platform, Bookings, Users and Tool-O services may be raised, investigated and resolved.

1.2 Objectives

This Policy seeks to:

• provide a clear complaints process;

• encourage early resolution of issues;

• promote fair outcomes;

• improve User satisfaction;

• support continuous improvement;

• maintain confidence in the Tool-O Platform.

1.3 Scope

This Policy applies to complaints relating to:

• the Platform;

• Bookings;

• Listings;

• communications;

• customer service;

• Platform functionality;

• User conduct;

• Tool-O services;

• other matters connected with the Platform.

This Policy does not replace the Claims Policy or the Dispute Resolution Policy where those policies specifically apply.

1.4 Guiding Principles

Tool-O seeks to manage complaints in accordance with principles of:

• fairness;

• impartiality;

• transparency;

• confidentiality;

• respect;

• timely communication.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Terms of Use;

• Claims Policy;

• Dispute Resolution Policy;

• Privacy Policy;

• Community Guidelines;

• all other Platform policies.

1.6 Updates

Tool-O may amend this Complaints Handling Policy from time to time.

The most current version published on the Platform replaces all previous versions.

2.1 Who May Make a Complaint

Complaints may be submitted by:

• Users;

• prospective Users;

• customers;

• suppliers;

• business partners;

• other persons affected by the operation of the Platform where

appropriate.

2.2 How to Make a Complaint

Complaints may be submitted through the contact methods or reporting channels made available by Tool-O.

2.3 Information to Include

To assist Tool-O in reviewing a complaint, complainants should provide, where reasonably available:

• their name;

• contact details;

• Booking reference (if applicable);

• a description of the complaint;

• relevant dates;

• supporting documents;

• photographs;

• communications;

• other relevant information.

2.4 Good Faith

Complaints should be made honestly, respectfully and in good faith.

Knowingly false, misleading or malicious complaints are not permitted.

2.5 Acknowledgement

Where reasonably practicable, Tool-O may acknowledge receipt of a complaint and may request additional information if required.

2.6 Assessment

Tool-O may conduct an initial assessment to determine:

• the nature of the complaint;

• whether further information is required;

• whether another Platform policy applies;

• whether immediate action is appropriate.

2.7 Complaints Outside Scope

Where a complaint falls outside the scope of this Policy, Tool-O may refer the complainant to another applicable policy or appropriate external process where relevant.

2.8 Confidentiality

Tool-O will seek to handle complaints confidentially where reasonably practicable, subject to:

• legal obligations;

• investigation requirements;

• the rights of affected individuals;

• operational needs.

2.9 Cooperation

Complainants and other relevant individuals are expected to cooperate reasonably during the complaints process by providing accurate information and responding to reasonable requests.

2.10 No Guaranteed Outcome

Submitting a complaint does not guarantee a particular outcome.

Each complaint will be considered on its individual circumstances and the information reasonably available to Tool-O.

3.1 Fair Assessment

Tool-O seeks to assess complaints fairly, impartially and based on the information reasonably available.

3.2 Investigation

Where appropriate, Tool-O may investigate a complaint by:

• reviewing relevant records;

• examining Booking information;

• reviewing communications;

• considering photographs or videos;

• requesting additional information;

• interviewing relevant individuals where appropriate;

• obtaining professional advice where necessary.

3.3 Interim Measures

While a complaint is being investigated, Tool-O may take reasonable interim action including:

• restricting Listings;

• temporarily suspending Bookings;

• restricting Account functionality;

• preserving relevant information;

• taking other reasonable measures to protect Users or the Platform.

3.4 Resolution

Following an investigation, Tool-O may:

• determine that no further action is required;

• provide guidance;

• facilitate communication between Users;

• implement corrective action;

• remove content;

• issue warnings;

• suspend or restrict Accounts;

• take other action permitted under the Terms of Use.

3.5 Timeframes

Investigation and resolution timeframes may vary depending on:

• the complexity of the complaint;

• the availability of relevant information;

• cooperation from the parties involved;

• legal or regulatory requirements.

3.6 Communication

Where reasonably practicable, Tool-O may provide updates regarding the progress or outcome of a complaint, subject to:

• privacy obligations;

• confidentiality requirements;

• legal restrictions.

3.7 Cooperation

Individuals involved in a complaint are expected to cooperate reasonably by providing accurate information and responding to reasonable requests.

3.8 No Obligation to Mediate

Unless required by law or another Platform policy, Tool-O is not obliged to mediate every disagreement between Users.

3.9 Continuous Improvement

Tool-O may use complaint outcomes to improve:

• Platform functionality;

• customer service;

• internal processes;

• Platform policies;

• User experience.

3.10 No Liability

To the extent permitted by law, Tool-O is not liable for actions taken reasonably and in good faith when handling complaints under this Policy.

4.1 Governance

Tool-O is responsible for administering this Complaints Handling Policy and may periodically review its complaints management framework.

4.2 Periodic Review

Tool-O may review this Policy from time to time having regard to:

• changes in applicable laws;

• customer feedback;

• complaint trends;

• operational experience;

• regulatory developments;

• industry best practices.

4.3 Continuous Improvement

Tool-O is committed to continually improving its complaints handling processes to support fair outcomes, better customer service and ongoing Platform improvements.

4.4 Compliance with Law

Tool-O seeks to comply with applicable laws relating to consumer protection, privacy and complaint handling.

Nothing in this Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable law.

4.5 No Waiver

Failure by Tool-O to enforce any provision of this Policy at any time does not constitute a waiver of its rights.

4.6 Relationship with Other Policies

This Complaints Handling Policy should be read together with the:

• Terms of Use;

• Claims Policy;

• Dispute Resolution Policy;

• Privacy Policy;

• Community Guidelines;

• all other Platform policies.

Where there is any inconsistency, the Terms of Use prevail to the extent permitted by applicable law.

4.7 Contact

Questions regarding this Policy or complaints relating to the Platform may be directed to Tool-O using the contact details published on the Platform.

4.8 Policy Updates

Tool-O may amend this Complaints Handling Policy from time to time.

The most current version published on the Platform replaces all previous versions.

4.9 Commitment

Tool-O is committed to treating complaints seriously, fairly and respectfully while seeking practical and timely resolutions wherever reasonably possible.

4.10 Final Statement

An effective complaints process supports trust, accountability and continuous improvement.

Tool-O values feedback and will continue working to improve the experience of all Users through fair and responsible complaint handling.

END OF COMPLAINTS HANDLING POLICY