How to raise a concern

Email hello@nestwise.net.au with “Complaint” in the subject line. Tell us what happened + what you’d like us to do about it.

• We acknowledge every complaint within 3 business days so you know it’s in a queue, not lost.
• We aim to resolve within 21 days, which is the standard AFCA / OAIC internal-dispute-resolution window. Simple issues we usually fix same-week.
• If we can’t resolve within 21 days, we’ll write back explaining why + when we will.
• Every complaint is logged with an anonymised summary so we can spot patterns and stop them happening again.

NestWise sits deliberately outside financial-services regulation (we hold no AFSL — see /legal/tools-not-advice) so the Australian Financial Complaints Authority (AFCA) is not our external dispute resolver. Depending on the nature of your complaint:

• Privacy / data protection issue → Office of the Australian Information Commissioner (OAIC).
  Website: oaic.gov.au/privacy/privacy-complaints
• Bank connection / Consumer Data Right issue → Australian Competition and Consumer Commission (ACCC), which co-regulates CDR with the OAIC.
  Website: cdr.gov.au/contact-us
• Consumer-guarantees issue (refund refused despite Australian Consumer Law right, misleading representation) → your state or territory consumer affairs office. Most complaints route through ACCC › consumer help finder.
• Subprocessor issue (Stripe, Supabase, Wych, Resend, Vercel, Anthropic) → each has its own complaints channel. We’ll help you find the right one if you email us with the specifics.

Escalate any of these directly to hello@nestwise.net.au with “Complaint” in the subject:

• A NestWise output showed a number you believe is wrong AND it’s affected a real financial decision you made
• You believe your data was accessed, shared, or used improperly
• You believe a NestWise page or email misled you about what the product does or doesn’t do
• You couldn’t get your data out or your account deleted despite asking
• A refund or cancellation didn’t process the way our Terms say it should
• Something we published (a guide, an email, a support reply) was inaccurate or unsafe

General “how do I…” or “can you build…” questions are welcome at hello@ too, but they land in the general support queue rather than the complaints one. If you’re not sure which lane fits, put “Complaint” in the subject — we’d rather over-log than miss one.

• Retaliate against a user who raises a complaint. Ever.
• Require you to give up any legal right (including the Australian Consumer Law guarantees) as a condition of resolving a complaint.
• Charge a fee to raise, escalate, or resolve a complaint.