PASSENGER COMPLAINT HANDLING POLICY

INTRODUCTION

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

ABOUT THIS POLICY

Purpose and Approach

This Policy sets out our approach to managing complaints we receive in relation to the HEVO App. We are committed to treating complaints seriously and dealing with them promptly, fairly, genuinely and with respect for drivers, passengers ("Users") whilst respecting their privacy. This Policy is intended to help maintain a service standard and protect HEVO's reputation, for the mutual benefit of both HEVO and all drivers, passengers and Users.

Policy Updates

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

OBJECTIVES OF THE POLICY

Community Values

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

Key Aims

This Policy aims to:

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

SAFETY OF PASSENGERS

Passenger safety is our priority. If you are a passenger and consider that 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).

OUR COMMITMENT

We are grateful if you take the time to let us know how you are feeling about your experience using the HEVO App. We take pride in our customer service and welcome feedback and the chance to improve. We know that there is the chance that things can go wrong but if you take the time to contact us about a complaint that you have, our aim is to manage and resolve your complaint efficiently, effectively, with respect and whilst maintaining your privacy in accordance with legal requirements.

HOW WE MEET OUR COMMITMENT

Resources and Training

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

Fair Assessment

We will address each complaint in an independent, objective and unbiased manner, with a view to a fair and reasonable outcome while at all times respecting privacy.

Accessibility and Responsiveness

We will provide an easily accessible complaints process and we will respond quickly to complaints in a professional, courteous and fair manner, aiming to resolve concerns as soon as possible.

Communication

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

Continuous Improvement

We will record, monitor and review complaints in order to help identify any steps we can take for proactive improvement of the HEVO App and the services provided by drivers through it.

Regular Review

We will review this Policy regularly to ensure it meets driver and passenger needs.

COMPLAINTS PROCESS

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.app
Web: hevo.app

Acknowledgment Timeframe

We seek to acknowledge and resolve all complaints as promptly as possible. We will acknowledge your complaint within 7 business days (but if you contact us by mail, we will mail our acknowledgment to you within 7 business days after we receive it).

Assessment and Prioritization

We assess each complaint received to determine the most appropriate response and prioritize addressing complaints that we consider require urgent action.

Resolution Process

Where possible, complaints will be resolved at the first point of contact. If we are unable to resolve your complaint immediately, we will provide you with a contact person and an estimated timeframe for resolving your complaint. We seek to resolve a majority of complaints within 14 business days after receiving it. However for more complex complaints we will contact you to explain why the investigation requires more time to be resolved. We will keep a record of the investigation and the relevant circumstances and information surrounding your complaint.

Investigation Conclusion

At the conclusion of our investigation we will contact you to explain our investigation and any responsive actions we have taken or intend to take. If we contact you by telephone, you may request a written summary of our investigation and our response during that discussion. If you are satisfied with our investigation and response we will note your complaint as being resolved and close it in our system.

External Resolution

While we use our best endeavors to resolve all complaints directly, if we cannot resolve the complaint to your satisfaction after prudent escalation within our business, you may choose to make a complaint to a relevant industry regulator in your jurisdiction.

Last updated: March 10, 2025

‍