Complaints

1. We want to hear from you #

If you are unhappy with Kaibr, please tell us. A complaint is any expression of dissatisfaction about Kaibr where you expect a response, and you do not need to use the word "complaint". Making a complaint is free, and we will never restrict or close your account because you complain.

This page covers complaints about:

• the Kaibr app and the AI Money Agent, including AI content you think is wrong;
• your subscription and billing;
• card-linked cashback with PokitPal;
• how we handle your bank data (CDR data) and other personal information; and
• [PLACEHOLDER: show only if Spot is live] Spot loans, which are provided by Kaibr Capital Pty Ltd [ACN TBC].

2. How to complain #

• In the app: Help, then Make a complaint.
• Email: support@kaibr.ai
• Post: [postal address TBC]

Someone else, such as a family member, friend, financial counsellor or advocate, can complain for you with your permission. If you need help, you can use the National Relay Service (accesshub.gov.au) or the Translating and Interpreting Service (TIS National) on 131 450.

3. What happens next #

• We acknowledge your complaint by the end of the next business day after we receive it.
• We try to fix things straight away where we can.
• We give you a final response within 30 calendar days of receiving your complaint. If your complaint relates to financial hardship, we respond within 21 calendar days. A complaint relates to hardship if it is about a hardship request or decision, or if you make it while a hardship request is open.
• If we need more time, for example because a partner must investigate, we will tell you before the deadline, explain why and give you a new date.

Our final response explains our decision, the reasons for it, any remedy, and your options if you are still not satisfied. A remedy may include an explanation, an apology, a correction, a refund or another fix.

4. Subscription and billing #

Kaibr subscriptions are billed by Apple. You can ask Apple for a refund of an App Store charge at reportaproblem.apple.com. You can also complain to us at any time, and your rights under the Australian Consumer Law are not affected by Apple's process. You can also contact NSW Fair Trading, the consumer protection agency in your state or territory, or the ACCC.

5. Cashback #

If cashback has not tracked or been paid as you expected, contact us first and we will work with PokitPal to look into it. [PokitPal complaints contact and process TBC.]

6. Bank data (CDR) complaints #

Kaibr is a CDR representative of Fiskil Pty Ltd (ABN 89 646 260 728, accreditation number ADRBNK000246). If your complaint is about how your bank data is collected, used, held, shared, corrected or deleted, or about your consent:

1. Contact us. We record it as a CDR complaint, tell Fiskil and work with Fiskil to resolve it.
2. You can also contact Fiskil's Complaints Officer at any time at complaints@fiskil.com.au. Fiskil's CDR Policy sets out its process: https://www.fiskil.com/legal/cdr-policy.
3. If your CDR complaint is not resolved, you can take it to the Australian Financial Complaints Authority (AFCA) under Fiskil's AFCA membership: www.afca.org.au, 1800 931 678.
4. You can also complain to the Office of the Australian Information Commissioner (OAIC).

7. Privacy complaints #

If you are not satisfied with our response to a privacy complaint, or we have not responded within 30 days, you can complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.

8. Spot complaints #

[PLACEHOLDER: show only if Spot is live. "Complaints about Spot are handled by Kaibr Capital Pty Ltd under this process. If you are experiencing financial hardship, see our Hardship page, and you can call the National Debt Helpline on 1800 007 007 (ndh.org.au)."]

9. External dispute resolution #

[AFCA: show only once membership is confirmed. "If you are not satisfied with our final response, or we have not responded in time, you can contact the Australian Financial Complaints Authority (AFCA), a free and independent service: www.afca.org.au, 1800 931 678, info@afca.org.au, GPO Box 3, Melbourne VIC 3001. Time limits may apply."]

10. Extra support #

If you are going through a difficult time, tell us and we will be flexible, for example by giving you more time or using your preferred way of contact. Free, confidential financial counselling is available from the National Debt Helpline on 1800 007 007 (ndh.org.au). If you are in crisis, call Lifeline on 13 11 14.