Complaints and Dispute Resolution

1. Our Commitment

Crew Australia Pty Ltd is committed to handling every complaint fairly, promptly and free of charge. This page explains how to raise a complaint, what to expect from us, and your right to take a complaint further if you are not satisfied with how we have handled it.

This process applies to customers, contractors, and anyone else affected by the Crew platform, including complaints about a booking, a payment, the conduct of another user, or the platform itself.

2. Job and Payment Disputes

If your complaint is about a specific booking (for example the work was not completed, was not done to a proper standard, or a payment has not been released or refunded correctly), raise it through the in-app dispute button on that booking first. This opens a dispute window during which escrow funds are held while we review the matter.

Our dispute team reviews job photos, timestamp data, in-app messages, and any other evidence provided by both parties before deciding whether funds should be released to the contractor or refunded to the customer.

3. General Complaints

For anything not tied to a specific booking, for example a concern about the platform, an account decision, a privacy issue, or the conduct of our staff, contact us using the details in section 7. Please include:

• Your name and the email address on your Crew account
• A clear description of what happened and when
• Any booking reference numbers involved
• What outcome you are looking for

4. Our Internal Process

1. Acknowledgement. We confirm receipt of your complaint and give you a reference number.
2. Review. A member of our support team reviews the details and any evidence, and may contact you or the other party involved for more information.
3. Decision. We tell you the outcome in writing, along with the reasons for our decision.
4. Internal review. If you disagree with the outcome, you can ask for it to be reviewed by a more senior member of our team who was not involved in the original decision.
5. External escalation. If you are still not satisfied, you can take the matter to the Australian Financial Complaints Authority (AFCA) for anything relating to escrow, payments or our AFSL-licensed escrow partner (see section 6).

5. Timeframes

• We acknowledge every complaint within 2 business days.
• We aim to resolve job and payment disputes within 5 business days of receiving all the evidence we need.
• General complaints are usually resolved within 10 business days. If a complaint is complex and needs longer, we will tell you why and give you an updated timeframe.

6. External Escalation (AFCA)

Crew's escrow payments are held by CheckVault, an AFSL 429 768 holder regulated by ASIC and a member of the Australian Financial Complaints Authority (AFCA) scheme. If your complaint is about the handling of escrow funds and you are not satisfied with our internal review, you can take it to AFCA free of charge.

For complaints not related to escrow or payments (for example platform conduct or privacy matters), you can contact the Office of the Australian Information Commissioner for privacy-related concerns, see our Privacy Policyfor details, or seek advice from your state's fair trading or consumer affairs body.

7. Contact Us

Email hello@getcrew.com.auwith "Complaint" in the subject line, or use the in-app dispute button for a specific booking. We are an Australian business and aim to respond during AEST business hours.