Raise a Concern for Pedal Group or 99 Bikes

If your concern is related to resolving an issue with a purchase you have made through 99 Bikes, please contact our Customer Service Team here

At 99 Bikes and Pedal Group, we recognise that our operations can impact people, communities and the environment. We encourage stakeholders to raise concerns so they can be understood and addressed appropriately.

Pedal Group is committed to providing a safe and accessible way for stakeholders to raise concerns, treating concerns respectfully and without retaliation, and using feedback to improve our operations and reduce negative impacts.

Who can raise a concern

This grievance procedure is available to all stakeholders, including:

• current and former team members
• customers
• suppliers and business partners, including their workers
• community members
• any individual or organisation impacted by our operations, products, services or business relationships.

What you can raise

You can raise concerns relating to Pedal Group or 99 Bikes’ operations, products, services, supply chain or business conduct, including:

• workplace conduct, safety or wellbeing
• customer experience or product concerns
• supplier or labour conditions, including human rights concerns
• environmental impacts, such as waste, emissions or pollution
• ethical concerns, responsible business conduct or lobbying practices
• impacts on communities or other stakeholders.

A concern will generally be accepted as a grievance where it relates to an actual or potential negative impact connected to Pedal Group, 99 Bikes, our operations, products, services, supply chain or business relationships.

If your concern is not accepted as a grievance, we will explain why and, where possible, direct you to a more appropriate pathway.

How to raise a concern

You can contact us through the following channels:

Online form: Submit an enquiry here

Phone: 1300 990 523
In-store: Speak to a team member at any 99 Bikes store

Where possible, please include enough detail to help us understand and respond to your concern.

What happens next

Pedal Group follows a structured process to manage concerns.

1. Acknowledgement
   We aim to acknowledge receipt of your concern within 5 business days.
2. Assessment
   We review the concern to determine whether it is accepted as a grievance, its nature and severity, and the appropriate pathway for review or investigation.
3. Review or investigation
   Where appropriate, we investigate the issue. This may involve relevant internal teams, senior leaders or external parties, depending on the nature of the concern.
4. Response and resolution
   We aim to provide a response or update within 10 to 20 business days, depending on the complexity of the matter. Resolution may include corrective action, process improvements, communication with affected stakeholders, escalation to leadership, supplier engagement, remedy where appropriate, or other actions to address the concern.
5. Closure and improvement
   We will confirm when the grievance has been closed where contact details have been provided. Outcomes are recorded and, where relevant, actions are taken to prevent recurrence.

Timeframes may vary depending on the nature and complexity of the concern. We will provide updates where delays occur.

Confidentiality and protection from retaliation

We take all concerns seriously and will treat information confidentially where possible.

Pedal Group and 99 Bikes prohibit any form of retaliation against individuals who raise concerns in good faith. Retaliation may include dismissal, demotion, intimidation, harassment, discrimination, victimisation, adverse treatment, or disadvantage because a person raised a concern or participated in a review.

Any report of retaliation will be treated as a serious matter and investigated.

You may choose to remain anonymous when raising a concern. However, providing contact details may assist us to investigate and respond more effectively.

Fair and independent decision-making

Pedal Group and 99 Bikes are committed to ensuring concerns are assessed and managed fairly and objectively.

Where appropriate:

• concerns are reviewed by people independent of the matter being raised
• anyone who is the subject of a concern will not be responsible for deciding the outcome
• potential conflicts of interest are identified and managed
• matters may be escalated to senior leadership or an appropriate governance forum
• external advice or support may be sought for complex or sensitive matters.

Communication with stakeholders

Where contact details are provided, we will communicate key steps in the process, provide updates where appropriate, explain the outcome where possible, and confirm when the grievance has been resolved or closed.

Pedal Group will make this grievance procedure available to key stakeholders through relevant channels, including our website, employee communications, supplier communications, customer support channels and relevant policies.