7. Service Charter
7.1 What You Can Expect From Us
Respect and Professionalism
We will treat you and every member of your team with courtesy, fairness, and professionalism in every interaction. We will not discriminate on the basis of any characteristic protected under Australian law.
Plain-English Guidance
The AML/CTF Act, AML/CTF Rules, and AUSTRAC guidance are technical. We will translate them into plain English without sacrificing accuracy. When we use a technical term, we will define it. Our AI assistant is specifically designed to make compliance accessible.
Timeliness
We will meet the response and resolution targets set out below:
| Priority Level | First Response Target | Resolution Target | Channels |
|---|---|---|---|
| P1 — Critical (platform unavailable) | 30 minutes (24/7) | 4 hours | Phone, In-app |
| P2 — High (major feature broken) | 2 business hours | 1 business day | Phone, Email, In-app |
| P3 — Medium (workaround available) | 1 business day | 5 business days | Email, In-app |
| P4 — Low (general enquiry) | 2 business days | 10 business days | Email, In-app |
Accuracy
Content on the Platform reflects the AML/CTF Act 2006 (Cth), the AML/CTF Rules, and AUSTRAC guidance current at the time of publication. Material changes in law or guidance are reflected in the Platform within 30 calendar days of publication, with in-platform notifications to affected users.
Privacy
We will safeguard your personal information and Customer Data in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the data handling commitments in our Privacy Policy.
Accessibility
We will progressively work towards WCAG 2.2 Level AA conformance across the Platform. Accessibility issues reported to our Accessibility Officer will be acknowledged within 2 business days and resolved within 5 business days where technically practicable.
Transparency
We will be open about how the Platform works, its limitations, and when something has gone wrong. In the event of a data breach, platform outage, or material error in compliance content, we will notify affected users promptly and explain what happened and what we are doing to fix it.
7.2 Service Standards at a Glance
| Service Standard | Commitment |
|---|---|
| Platform availability | 99.9% in any rolling 30-day period |
| Scheduled maintenance notice | At least 5 business days in advance (except emergency patches) |
| Email enquiries | Response within 1 business day |
| Phone and live chat hours | 8:00 am – 6:00 pm AEST/AEDT, Monday to Friday |
| Content updates after law change | Within 30 calendar days of publication |
| Complaints acknowledgement | Within 2 business days |
| Complaints substantive response | Within 21 calendar days (45 for complex matters) |
| Privacy access request response | Within 30 calendar days |
| Data breach notification (eligible breach) | As soon as practicable; within statutory NDB timeframes |
7.3 When We Fall Short
If we fail to meet a commitment in this Charter, we will:
- Acknowledge the failure promptly and personally
- Investigate the root cause and explain what happened
- Implement a remediation or workaround
- Where appropriate, provide service credits proportionate to the impact
- Update our processes to prevent recurrence and document the improvement
7.4 What We Ask of You
- Treat our team with the same courtesy and respect we extend to you
- Provide accurate information when you register, configure the Platform, and contact us
- Keep your account credentials secure and notify us immediately of any unauthorised access
- Use the Platform in accordance with these policies and the AML/CTF Act
- Tell us when something is not working, your feedback improves the service for everyone
- Maintain your own professional obligations as a reporting entity; Supreme AI is a tool, not a substitute for judgement