Complaints

We are committed to handling all complaints quickly, fairly, and openly.

Count’s Complaints Management Policy (Policy) is a key component of our complaint management framework. It explains how we manage and resolve complaints from clients, customers, and stakeholders regarding the services and products provided by us. Our aim is to ensure all complaints are handled promptly, fairly, and transparently.

This Policy covers Count Limited and its controlled entities. A list of the controlled entities (subsidiaries) can be found in the Count Limited Annual Report 2024 pages 81-82 (collectively Count).

This Policy sets out:

• Our complaint management principles

• How to lodge a complaint

• The complaint management process and response timeframes

• The process for escalating certain types of complaints to an external dispute resolution service, and

• Options available to assist customers who may need additional support to lodge a complaint

For more detailed information, please refer to the below Complaints Management Process.