Driver Complaint Handling Policy

DRIVER COMPLAINT HANDLING POLICY

1. INTRODUCTION

This Complaint Handling Policy ("Policy") serves as a guide to users of the Evio Tech Pty Ltd ACN 654 310 693 ("HEVO") app and platform ("HEVO App") regarding the handling of complaints.

2. ABOUT THIS POLICY

2.1 Purpose and Commitment

This Policy outlines our approach to managing complaints received about the HEVO App. We are committed to treating complaints seriously and addressing them promptly, fairly, genuinely, and with respect for all users while maintaining their privacy. This Policy helps maintain service standards and protect HEVO's reputation, benefiting both HEVO and all drivers and passengers.

2.2 Policy Updates

HEVO may revise and update this Policy from time to time. This Policy is published on our website and available in our mobile applications. We encourage you to review this Policy regularly to ensure you are familiar with the current version.

3. OBJECTIVES

3.1 Community Focus

We value our community and are committed to resolving complaints confidentially and efficiently. We also value feedback and complaints because they help us improve the HEVO App and the services provided by drivers.

3.2 Key Aims

This Policy aims to:

• Manage complaints efficiently, fairly, and with respect for privacy
• Create a culture of learning from complaints that helps HEVO improve the HEVO App and assists drivers in enhancing the services they provide

4. PASSENGER SAFETY PRIORITY

Passenger safety is our priority. If you are a passenger and believe there is an imminent threat to your safety or witness a breach of any law, regulation, or rule, please contact the police and/or emergency medical services as appropriate.

5. OUR COMMITMENT

We appreciate users who take the time to share their experiences with the HEVO App. We take pride in our customer service and welcome all feedback as an opportunity to improve. We understand that issues may occasionally arise, and when you contact us with a complaint, our goal is to manage and resolve it efficiently, effectively, respectfully, and with privacy in accordance with legal requirements.

6. HOW WE FULFILL OUR COMMITMENT

6.1 Resources and Training

We provide sufficient resources, including appropriately trained, qualified, and supervised personnel, to manage complaints efficiently and effectively through documented systems and work procedures.

6.2 Fair Assessment

We address each complaint independently, objectively, and without bias, aiming for fair and reasonable outcomes while respecting privacy at all times.

6.3 Accessibility and Responsiveness

We offer an easily accessible complaints process and respond promptly to complaints in a professional, courteous, and fair manner, striving to resolve concerns as quickly as possible.

6.4 Communication

We keep users informed about the progress of their complaint until the matter is resolved.

6.5 Continuous Improvement

We record, monitor, and review complaints to identify opportunities for proactive improvement of the HEVO App and the services provided by drivers.

6.6 Policy Review

We regularly review this Policy to ensure it meets the needs of both drivers and passengers.

7. COMPLAINTS PROCESS

7.1 How to Submit a Complaint

If you have feedback or a complaint about your experience using the HEVO App, please contact us:

Email: support@hevo.com.au | Web: hevo.com.au

7.2 Acknowledgment Timeline

We strive to acknowledge and resolve all complaints promptly. We will acknowledge your complaint within 7 business days (if you contact us by mail, we will mail our acknowledgment within 7 business days after receipt).

7.3 Assessment and Prioritization

We assess each complaint to determine the most appropriate response and prioritize addressing complaints requiring urgent action.

7.4 Resolution Process

Where possible, complaints will be resolved at first contact. If immediate resolution isn't possible, we will:

• Provide you with a contact person
• Give an estimated timeframe for resolution
• Aim to resolve most complaints within 14 business days of receipt
• Contact you if complex cases require additional time
• Maintain detailed records of our investigation and all relevant information

7.5 Investigation Conclusion

At the conclusion of our investigation, we will:

• Contact you to explain our findings and any actions taken or planned
• Provide a written summary of our investigation and response if requested during a telephone discussion
• Close your complaint in our system once you're satisfied with our response

7.6 External Resolution Options

While we make every effort to resolve all complaints directly, if we cannot resolve your complaint to your satisfaction after appropriate escalation within our business, you may choose to make a complaint to a relevant industry regulator in your jurisdiction.

Last updated: 20 October 2026

‍