Complaints Policy

Shante Pty Ltd trading as National Salary Packaging ("NSP", "we", "our", or "us") is committed to providing high-quality salary packaging, novated leasing, and employee benefit services. We value feedback and take all complaints seriously. This policy outlines how you can make a complaint and how we will handle it. We strive to resolve complaints fairly, promptly, and at no cost to you. Making a complaint will not affect your rights or the quality of service you receive from us.

A complaint is an expression of dissatisfaction with our products, services, staff, or handling of your personal information. This includes concerns about: • The quality or timeliness of our services • The conduct of our staff or representatives • Fees, charges, or deductions applied to your salary packaging arrangement • The handling of your personal or credit information • Our EML digital card services • Novated lease or finance application processes • Any other aspect of our service delivery

You can lodge a complaint through any of the following channels: • Phone: 1300 882 578 (Mon–Fri, 9am–5pm AEST) • Email: info@nationalsp.com.au • Mail: Privacy Officer, National Salary Packaging, Shante Pty Ltd, ABN 80 110 261 768 • In person: at our office during business hours • Online: via our website contact form When making a complaint, please provide: • Your full name and contact details • Your employer name (if applicable) • A clear description of your concern • Any relevant dates, reference numbers, or documents • The outcome you are seeking You may nominate a representative (such as a family member, friend, or financial counsellor) to make a complaint on your behalf. We may request written authorisation before discussing your details with a third party.

We follow a structured process to ensure your complaint is handled fairly and efficiently. Step 1 - Acknowledgement: We will acknowledge your complaint within 1 business day of receiving it. Step 2 - Assessment: Your complaint will be assigned to an appropriate staff member for investigation. We may contact you to clarify details or request additional information. Step 3 - Investigation: We will investigate your complaint thoroughly, reviewing relevant records, transactions, and communications. Step 4 - Response: We aim to resolve complaints within 15 business days. We will provide you with a written response outlining: • The outcome of our investigation • Any action we have taken or will take • Your options if you are not satisfied with our response If your complaint is complex and requires more time, we will keep you informed of progress and provide an estimated resolution date.

We are committed to the following timeframes: • Acknowledgement: within 1 business day • Interim update (if unresolved): within 5 business days • Final response: within 15 business days • Complex matters: up to 30 days (we will advise you if an extension is required) If your complaint relates to credit reporting or credit information, we will respond within 30 days as required under the Privacy (Credit Reporting) Code 2024.

If you are not satisfied with the initial response, you may request that your complaint be reviewed by our Privacy Officer or a senior manager. Please contact us using the details below and reference your original complaint. We will review the matter and provide a further response within 10 business days of receiving your escalation request.

If we are unable to resolve your complaint to your satisfaction, or if we have not responded within the timeframes above, you may contact an external dispute resolution scheme free of charge. Australian Financial Complaints Authority (AFCA) AFCA provides fair, independent, and accessible dispute resolution for financial services complaints, including salary packaging, novated leasing, and credit-related matters. Phone: 1800 931 678 Email: info@afca.org.au Website: www.afca.org.au Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Office of the Australian Information Commissioner (OAIC) For complaints about how we handle your personal or credit information, you may contact the OAIC. Phone: 1300 363 992 Website: www.oaic.gov.au

If your complaint relates to how we have collected, used, stored, or disclosed your personal information, it will be handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We will acknowledge privacy complaints within 5 business days and respond within 30 days. If you are not satisfied with our response to a privacy complaint, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) using the contact details above. For credit reporting complaints, you may also contact the Australian Financial Complaints Authority (AFCA).

All complaints are handled confidentially. Your personal information will only be used for the purpose of investigating and resolving your complaint. Information may be shared with relevant staff or external parties only where necessary to resolve the matter. Making a complaint will not result in any penalty, discrimination, or reduction in the quality of service you receive. We are committed to ensuring that all complainants are treated with respect and fairness.

We record and analyse all complaints to identify systemic issues and improve our services. Complaint data is reviewed regularly by management, and corrective actions are implemented where required. We report on complaint trends and outcomes as part of our ongoing quality assurance program.

If you require assistance to make a complaint - including interpretation services, assistance for hearing or speech impairment, or alternative document formats - please contact us and we will make reasonable arrangements to accommodate your needs. National Relay Service: 133 677 Translating and Interpreting Service (TIS National): 131 450

We review this Complaints Policy at least annually and whenever there is a material change to our operations or applicable legislation. The most current version will always be published at nationalsalarypackaging.com.au/complaints. This policy was last updated in July 2026 and is due for review in July 2027.