Complaints and Disputes

1. Our commitment

Humi wants to identify and resolve concerns fairly, consistently and without unnecessary delay. Making a complaint is free. You will not be charged for our internal complaints process, and we will not treat you unfairly because you have complained.

You do not need to use the word “complaint”. We will treat any expression of dissatisfaction as a complaint where you expect a response or resolution. This can include dissatisfaction about a Humi product or service, a transfer, fee or rate, a decision or delay, our staff or representatives, privacy, accessibility, communications, or the way an earlier concern was handled.

2. Information that helps us investigate

Please give us enough information to understand the concern and the outcome you are seeking. Useful information can include:

• your name and the email address associated with your Humi account;
• a transfer or support reference, if relevant;
• what happened, including relevant dates;
• the effect on you and the outcome you would like; and
• copies of relevant communications, if we ask for them through an approved channel.

Do not put a password, one-time code, transaction PIN, complete bank-account details or identity-document image in the web form or an ordinary email. We will tell you how to provide additional evidence securely if it is needed.

If you do not have all of this information, you can still complain. We will work with the information available and explain if we need anything further.

3. Accessibility, language support and representatives

Tell us if you need information in a different format, language assistance, additional time, or another reasonable adjustment. You can select “Language or accessibility assistance” in the Support form or email support@humi.au.

You may ask another person to help you or act as your representative. To protect your information, we may need to verify your identity and obtain authority to deal with the representative. We will still communicate directly with you if the law requires us to do so or if the representative’s authority does not cover a particular action.

4. What happens after you complain

1. Record and reference. We record the matter as a complaint and provide a reference that you can use when contacting us.
2. Acknowledgement. We aim to acknowledge your complaint within one business day after receiving it.
3. Assessment. We identify the issues, any immediate customer or security risk, and the people or records needed for a fair investigation. We manage actual or potential conflicts of interest and may assign the review to someone who was not involved in the event.
4. Investigation. We consider the information you provide, Humi records, applicable terms and law, and information from relevant banks or service providers. We may ask focused follow-up questions.
5. Updates. If the complaint is not resolved promptly, we will keep you reasonably informed of progress and tell you about any material delay or information we still need.
6. Response. Our service target is to give you a final written response within 30 calendar days after receiving the complaint.

Some matters take longer because they are complex, depend on information from you or another organisation, involve suspected fraud, or are affected by legal restrictions. If we cannot provide a final response within our target, we will explain the reason for the delay, describe the work completed or still required, give an expected response date and identify any external review path that applies to your complaint.

For this page, a business day is a day other than a Saturday, Sunday or public holiday in Sydney, New South Wales.

5. Our final response

Unless the complaint has already been resolved to your satisfaction and a shorter confirmation is appropriate, our final response will set out:

• the issues we understood and investigated;
• our findings and the material reasons for our decision;
• the outcome and any remedy or action we propose;
• anything you need to do and any relevant timeframe;
• how to contact us if we misunderstood a fact; and
• any applicable external escalation option and how to use it.

6. Possible outcomes and remedies

The appropriate outcome depends on the facts and what is operationally and legally possible. It may include an explanation, correction of information, an apology, completion or correction of a service step, tracing a transfer, an attempt to stop or recover funds, refunding or waiving a Humi fee, financial compensation where appropriate, or changes to training, systems or procedures.

We cannot guarantee that a transfer can be cancelled or recovered after funds have been sent to or paid by a bank or payout provider. We will explain the practical limits and any action we can take.

7. Privacy complaints

Privacy concerns can be submitted through the same free process by selecting “Privacy or personal-data request” in the Support form or emailing compliance@humi.au. See our Privacy Policy and Privacy Choices and Data Requests page for more information.

If you are not satisfied after giving us a reasonable opportunity to respond to a privacy complaint, you may be able to complain to the Office of the Australian Information Commissioner. The Commissioner will decide whether and how it can deal with the matter.

8. External review

The external avenue available, if any, depends on the service, the subject of the complaint and the rules of the relevant external body. We do not suggest that every Humi complaint is covered by an external scheme. Where an external review path applies, we will identify it and provide its current contact details in our final response or delay notice. You may also obtain independent legal or consumer advice at any time.

9. Records and continuous improvement

We keep complaint records for investigation, quality assurance, reporting, legal and compliance purposes in accordance with our Privacy Policy and applicable retention requirements. We review complaint themes and outcomes so that recurring problems can be identified and addressed.

10. Contact details

Complaints and privacy: compliance@humi.au
Online: Humi Support form
General and accessibility assistance: support@humi.au
Post: Hummingbird Intercoms Pty Ltd, 25 Lime Street, Sydney NSW 2000, Australia