Complaints Policy

Last updated: May 2026 • Lyft Capital Pty Ltd (trading as EquipPay)

1. Who Can Complain

Any person who has interacted with EquipPay's platform or services may make a complaint, including:

• Business customers who have submitted or are considering a finance application
• Suppliers or partners who use the EquipPay platform
• Any other person affected by our conduct

A complaint is any expression of dissatisfaction made about EquipPay, our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

2. What You Can Complain About

You can make a complaint about any aspect of EquipPay's conduct, including:

• How your finance application was handled
• Information or advice provided by EquipPay staff or the platform
• Delays or communication failures in the application process
• How your personal or credit information has been collected, used, or disclosed
• The conduct of a supplier who referred you to EquipPay
• Marketing or communications you have received from us
• Any other concern about our products, services, or platform

If your complaint relates to a decision made by an independent lender (such as a declined application or the interest rate offered), we will assist you in directing that complaint to the relevant lender.

3. How to Lodge a Complaint

You can submit a complaint through any of the following channels:

To help us resolve your complaint as quickly as possible, please include:

• Your full name and contact details
• Your application or account reference number (if applicable)
• A clear description of your complaint and the outcome(s) you are seeking
• Any relevant documents or supporting information

4. Our Internal Dispute Resolution Process

Complaints are managed by EquipPay's Complaints Officer, who has authority to investigate and resolve complaints in accordance with this policy.

When we receive your complaint, we will follow these steps:

Timeframes

We aim to resolve all complaints within 30 calendar days. For complex complaints, we may require up to 45 calendar days. If we need more time, we will notify you before the 30-day period expires, explain the reason for the delay, and give you an estimated resolution date.

If you have not received a response within 30 days, you may escalate directly to AFCA without waiting for our response.

For complaints involving a default notice, hardship notice, or request for postponement of enforcement proceedings, we will provide a response within 21 calendar days, in accordance with RG 271.

What Our IDR Response Will Include

Our written response will tell you:

• The outcome of our investigation
• The reasons for our decision
• Any action we are taking or have taken to resolve the complaint
• Your right to escalate to AFCA if you are not satisfied, and AFCA's contact details

5. If You Are Not Satisfied — External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, or if you have not received a response within the required timeframe, you have the right to escalate your complaint to an external dispute resolution body at no cost to you.

Australian Financial Complaints Authority (AFCA)

AFCA provides free, independent, and accessible dispute resolution for financial services complaints. EquipPay is a member of AFCA (membership number 93387). AFCA can deal with complaints about credit assistance, finance applications, and related financial services.

Time limits apply to complaints made to AFCA. The applicable time limit depends on the type of complaint — refer to www.afca.org.au or contact AFCA directly for details. We recommend you contact AFCA promptly if you wish to escalate.

Privacy Complaints — Office of the Australian Information Commissioner (OAIC)

If your complaint relates specifically to how we have handled your personal or credit information, and you are not satisfied with our response, you may also contact the OAIC:

6. Complaints About Lenders

EquipPay is a credit assistance provider — we do not make credit decisions. If your complaint relates to a decision made by a lender (such as a declined application, the interest rate or fees offered, or the conduct of the lender after settlement), you should contact that lender directly using the contact details in your loan documents.

All lenders on our panel are AFCA members and have their own IDR processes. If you need help identifying the right contact at a lender, please contact us and we will assist you.

7. Accessibility and Assistance

We are committed to making our complaints process accessible to everyone. If you require assistance making a complaint — for example, if English is not your first language, or if you have a disability that affects how you communicate — please let us know and we will make reasonable adjustments to assist you.

You are also welcome to have a representative (such as a legal adviser, financial counsellor, or support person) lodge or assist with a complaint on your behalf.

Free debt and financial counselling for small business is available through the Small Business Debt Helpline: 1800 413 828 | www.sbdh.org.au

8. Record Keeping and Continuous Improvement

We maintain a record of all complaints received and our responses, in accordance with our obligations under ASIC Regulatory Guide 271 and applicable privacy laws. We regularly review complaint data to identify trends and improve our products, services, and processes.

9. Contact Us