PART A — DISPUTE RESOLUTION POLICY

1. Scope of This Policy

This Dispute Resolution Policy applies to complaints or concerns raised by:

• Private vehicle sellers who have used mycarvalue.com.au to obtain car valuations or buyer connections;
• Registered buyer subscribers who have concerns about the platform or lead quality;
• Any third party with a legitimate concern relating to My Car Value’s operations.

This policy does not cover disputes between sellers and buyers arising from private transactions. Such disputes are the sole responsibility of the parties involved.

2. What We Can and Cannot Assist With

We CAN assist with	We CANNOT assist with
✔  CAN Assist With	✘  CANNOT Assist With
Platform technical errors or access issues	Payment disputes between sellers and buyers
Complaints about a buyer’s conduct on our platform	Negotiation or mediation in private transactions
Subscription billing issues for registered buyers	Guaranteeing lead quality or conversion outcomes
Privacy or data handling concerns	Legal disputes or court proceedings
Incorrect or misleading platform information	Third-party buyer ABN or registration disputes

3. How to Lodge a Complaint

To raise a complaint or concern, please contact us using one of the following methods:

Email	support@mycarvalue.com.au
Subject Line	“Complaint – [Brief Description]”
Response Time	We aim to acknowledge all complaints within 2 business days
Resolution Target	We aim to resolve complaints within 10 business days

When lodging your complaint, please include: your full name, contact details, the nature of your complaint, any relevant dates, and the name of any buyer involved (if applicable).

4. Our Complaint Handling Process

Step 1 — Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.

Step 2 — Investigation: We will review the complaint, gather relevant information, and assess what action (if any) My Car Value is able to take.

Step 3 — Response: We will provide a written response within 10 business days, outlining our findings and any steps taken.

Step 4 — Escalation: If you are not satisfied with our response, you may escalate your complaint to the relevant external body (see below).

5. External Escalation

If a complaint cannot be resolved through our internal process, you may contact the following bodies:

• Office of the Australian Information Commissioner (OAIC) — for privacy-related complaints: www.oaic.gov.au
• Australian Competition and Consumer Commission (ACCC) — for consumer law matters: www.accc.gov.au
• Fair Trading in your state or territory — for general consumer disputes.

PART B — ACCESSIBILITY STATEMENT

6. Our Commitment to Accessibility

My Car Value is committed to ensuring that mycarvalue.com.au is accessible to all users, including people with disabilities. We strive to comply with the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA, and aim to meet our obligations under the Disability Discrimination Act 1992 (Cth).

7. Accessibility Features

We have taken steps to make our website more accessible, including:

• Use of descriptive alt text on images;
• Adequate colour contrast between text and backgrounds;
• Keyboard-navigable interface elements;
• Clear and consistent page structure with semantic headings;
• Responsive design for mobile and tablet devices;
• Forms with clearly labelled input fields.

8. Known Limitations

While we strive for full accessibility, some areas of our website may not yet meet all WCAG 2.1 Level AA criteria. We are actively working to address these limitations as part of our ongoing website development.

9. Feedback & Accessibility Requests

If you experience difficulty accessing any part of our website, or require content in an alternative format, please contact us at support@mycarvalue.com.au. We will do our best to provide the information or assistance you need in a timely manner.

10. Continuous Improvement

My Car Value reviews its website for accessibility on an ongoing basis. We welcome feedback from users as part of our commitment to an inclusive online experience.