Introduction

When entering a tripartite arrangement to provide a Griffin product to our Direct Customers (DCs) and Tripartite Customers (TCs), Griffin can be seen as entrusting our customer support function to our DCs. At Griffin we are committed to upholding the highest standards of service and regulatory compliance when delivering products and services directly or via a tripartite arrangement. Our approach to outsourcing customer services in this respect, is intended to safeguard our customers' interests and maintain the level of service expected by all users of our products. This document outlines the expectations that Griffin has of our DCs, when servicing a customer in a tripartite relationship with Griffin.

1. Communications and Brand

Griffin will ensure DCs have a strong understanding of all relevant products and services. Griffin will provide DCs with proper documentation and communications that are a true reflection of Griffin's products, services, values, and behaviours.

2. Best Practice

Griffin provides DCs with operational documents that set out what good practices look like and what outcomes they should be aiming to provide. Through adequate and ongoing communication, we expect our DCs to extend the same level of professionalism and service to the TCs to ensure the Griffin brand is not negatively impacted by any form of mismanagement by the DC.

3. Data Security

GDPR and data/information security: Griffin's DCs must be compliant with our Data Stewardship Policy, including data and record retention. DCs will maintain data security standards outlined in our Master Service Agreement (MSA), following the principles of confidentiality, availability, and integrity.

4. Vulnerability and Complaint Management

We at Griffin have a responsibility to our customers and regulators to deliver good outcomes to all our customers. When vulnerable customers are identified via the DC, we, Griffin, and the DC must ensure they are supported to achieve good outcomes from the products and services that we offer. If a complaint is made against a DC or Griffin, relating to Griffin's products and services, Griffin will have a responsibility to respond to and handle the complaint and pass along the proper communications to the DC for TC case management.

5. Effective Risk Communication

To ensure effective risk communication with our service partners, Griffin Bank utilises the following:

• Product-specific Terms: Detailed terms in the contracts that DCs must convey unchanged to customers during their service journey.
• Standards Documentation: Operational guidelines outlining best practices and desired outcomes, providing an outcome-focused framework for operational excellence.

6. Monitoring and Feedback

Griffin will conduct Quarterly Business Reviews (QBRs) with our customers (DCs) to ensure consistently high levels of service are maintained. KPIs and metrics relevant to the products used by each customer will be available for review, including, but not limited to:

• Complaints
• Average first response time to inquiries
• Average time to close inquiries
• Prior quarter incidents (if any)

Our Customer Success team strives to create a feedback loop to collect insights into our products and services as well as information on our customers' expectations.

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For more information on our policies and guidelines, please visit our official website and policy management portal. We remain committed to delivering superior customer experiences while upholding the highest standards of service and security. If you have any questions about the implementation of your guidelines, please contact support@griffin.com.