QUESTIONS ABOUT THE EXHANGE

What’s this community all about?

The community is sponsored by the Commonwealth Bank of Australia.

It is a research community where we bring together like-minded people to talk about a range of topics, and we will ask you to complete activities such as surveys and online discussions. You may be wondering how you ended up here… well, you would have completed a survey from The Commonwealth Bank of Australia and based on your responses, have been invited to join this online community.

We actively encourage you to start new conversations by posting your thoughts on the CommBank Satisfaction Forum and provide feedback via the Suggestion Box or Contact Us pages. We also send out activities from time to time to gather opinions on new ideas and products, advertising, and banking habits. We hope that you enjoy dipping in and out of the community and taking part in the activities we have for you.As a ‘thank you’ for participating in this community we offer the opportunity to win gift cards.

Who manages The Exchange community?

The Exchange is managed by T Garage, an independent market research agency. The Site and App are owned and operated by T Garage. For more information visit www.tgarage.com.au

Who is on The Exchange community?

All members of The Exchange community are CommBank customers who are interested in sharing their opinions and experiences of CommBank products and services. We also have moderators from T Garage.

Can I invite my family and friends to join the community?

Invitations to join the Exchange community are currently closed. From time to time you may be presented with an opportunity to invite other people to apply for membership.

What information is required to become a member of The Exchange?

When you join The Exchange you create a member profile. This information is collected during the initial survey from CommBank and includes basic information such as age, gender, education and household composition. We also ask a couple questions about your banking products and services in order to tailor the different activities to you.

What happens after I join The Exchange?

After you agree to join the community you will be sent an email to verify your account. Once you have verified you are a member of The Exchange! From then on you will receive email invitations to activities. To participate in an activity you simply need to click the link in one of these email invitations. You can also log in to the community to vote in a poll, comment and contact us with suggestions and feedback on what topics you would like to discuss in the community.

Are there membership terms and conditions?

If you are a member you can check out the full terms and conditions of membership here, or click the link ‘Membership Terms & Conditions’ located at the bottom of The Exchange Homepage.

Additionally, you can find the full terms of use for the Site here or click the link ‘Website Terms of Use’ located at the bottom of The Exchange Homepage.

How can I contact CommBank?

For technical support or feedback regarding The Exchange community please contact theexchange@insightiq.com.au. For any questions or comments about CommBank, their products and services, please contact the CommBank call centre on 13 22 21 or visit the CommBank website.

QUESTIONS ABOUT HOW TO PARTICIPATE IN THE COMMUNITY

How can I post a comment?

It’s easy to post a comment! You simply need to head to the wall you want to add a comment to (it might be the main wall on the homepage of The Exchange or a wall within a forum you have been invited to, posting a comment is the same for both). Enter your comment into the ‘add a conversation’ box and click on ‘add conversation’. Your comment will appear in the feed below, it is public so other members will be able to see your comment. Other members can also comment on your post, like it, follow it and report it to the Site Moderators. We encourage you to comment on other member’s posts – sharing your thoughts and opinions.

How do I comment on another members post?

To comment on another member’s post simply head to the ‘Leave a comment’ box underneath the members comment, enter your comment and select ‘Add a comment’. You can also ‘Like’ another members post, follow their post or report their post.

How can I post a photo or video?

When you head to the wall, simply click on ‘add photo’ or ‘add video’. You’ll be prompted to select a photo or video from your computer/phone. Select the file and click ‘upload a file’. The image will load as a preview and you can add a title and conversation too.

Where do I find a poll/ how do I vote in a poll?

Polls are located on the right hand side of the main homepage of The Exchange. To take part, simply select one option and click ‘vote’. The results of the poll will automatically appear once you have voted. This will provide you with the percentage breakdowns for each answer option and let you know how many people have voted.

How do I take part in a survey / forum?

We will send invites to participate in both surveys and forums from time to time. All activities are sent to you via the email address you provided us when joining. Simply click on the link in the email to get started. Alternatively, you can head to The Exchange homepage ‘My Recent Activities’ or the ‘My Activities’ tab to find activities assigned to you.

How often should I be receiving activities?

The amount of activities sent each month will vary. If you haven’t heard from us please don’t worry, It’s simply because we try to target our activities and not overload you with too many!

How much time will the activities take to complete?

Typically a survey can take between 3 and 15 minutes. We attempt to list the time it will take to complete the activity in the invitation or on the landing page so you are aware ahead of time.

Forums and other activities can take between 2 and 10 minutes to complete each activity. You might find moderators will comment on your forum post from time to time, in which case we would love it if you pop back into the community for another minute or so to respond.

How long do I have to complete an activity?

The length of time to complete an activity can vary anywhere from 3 days to two weeks. At times we have to modify an activity depending on the level of participation. The remaining time to complete an activity is displayed under ‘My Recent Activities’ on the Homepage and will appear as ‘You have XX days to complete this Activity’.

How can I be sure my activity is complete?

By clicking on the ‘My Activities’ tab you will find a list of all current (incomplete) and complete activities. The activity you have completed should be displayed under Complete. Alternatively you can see an Activity Feed listing all your comments, poll votes, and survey completes by selecting ‘My Account’ and ‘Activity Feeds’.

QUESTIONS ABOUT ‘MY ACCOUNT’*

How do I add a photo to my profile?

Head to the ‘My Account’ tab and click on the ‘Select image’ button under ‘My Profile Picture’ and you can select a photograph to upload. Please note, your profile picture does not need to be of yourself – it could be a beloved pet, a scenic photograph, etc. Remember to click on ‘Save’ in order to upload your photo.

How do I change my screen name?

When you join the community, a unique screen name is created for you. You can change this at any time by heading to the ‘My Account’ tab and choosing your own (remember to click on ‘Save changes’ to ensure it updates). Your screen name should be a combination of letters and numbers and should not include expletives. If the screen name is already in use, you will be asked to enter an alternative.

How do I change my email address?

You can change your email address by heading to ‘My Account’ tab and under ‘My Details’ changing your email address. Please note this is a required field.

How do I add The Exchange email address to my safe list?

To ensure invitations from The Exchange are not sent to your Junk Mail folder please add the email address mail@insightiq.com.au to your Safe Senders list.

QUESTIONS ABOUT INCENTIVES AND WINNERS

How do I win prizes/gift cards?

We offer members the opportunity to win gift cards based on the level of participation in assigned activities (e.g. polls, surveys and forums) and interactions with other members. Members are eligible to win a gift card once every three months.

As well as the opportunity to win gift cards, we also have incentives for participating in certain activities – if the activity has an incentive, you will be made aware of this from the outset. Please note we do not offer cash rewards.

How do I redeem my eGift Card?

To redeem your eGift Card all you need to do is click on the link in the email we sent you from GiftPay (which will take you to the GiftPay website). You use it by showing the eGift Card to the cashier on your smartphone's screen, or by printing it out at home and taking it to the store. Some eGift Cards can also be used online, by entering the gift card code and PIN during the checkout process. Generally an eGift Card can be used across more than one transaction, until the full value has been used up.

How do I know if I’ve won?

You will receive an email from GiftPay notifying you of your win. From time to time we also announce winners in a newsletter, community wall post or email.

For more information, please visit our Membership Terms and Conditions here or click the link ‘Membership Terms and Conditions’ located at the bottom of The Exchange Homepage.

QUESTIONS ABOUT CONTACT US*

I have feedback/an idea for the community website, who do I speak to?

We’d love to hear your feedback and ideas for the community. Please email the site moderators for The Exchange by clicking on the ‘contact us’ tab, alternatively you can send a suggestion via the Suggestion Box located on the Homepage.

How do I report offensive content to the moderator?

We constantly monitor comments and have a profanity filter which automatically removes any comments made that are deemed to be profane. We ask members to be respectful of one another and to refrain from using this kind of language. Some of these might slip through the filter so you can report content. Hit the ‘Report’ button underneath the comment to report offensive content to the site moderators.

QUESTIONS ABOUT PASSWORDS

Can I change my password?

Yes you can. If you go to the ‘My Account’ tab and update your password in the ‘change password’ section that will instantly change your password. Remember to hit the ‘update password’ button. Please note, passwords are case sensitive.

I’ve forgotten my password, how do I reset it?

If you’ve forgotten your password, no problem. Head to the log in screen and click on ‘Forgotten your password’ and follow the steps to reset your password.

QUESTIONS ABOUT PRIVACY

How is my privacy protected? Is there as privacy policy?

All information is strictly private and confidential. Please keep in mind, comments posted in the community can be seen by other members.

If you are a member you can find our full Privacy Policy here or click the link ‘Privacy Policy’ located at the bottom of The Exchange Homepage. By using this site you have consented to T Garage’s Privacy Policy. If you have any questions about this Privacy Policy or your personal information please contact our Privacy Officer at:

Attention: Privacy Officer

Email: privacy@tgarage.com.au

Postal: Suite 1A, 90 York Street, South Melbourne VIC 3205

What will you do with my email address?

Your email address is the only way for us to keep in touch with you. We use your email address to invite you to participate in activities and notify you if you are a winner. It’s important to keep your email address up to date so you don’t miss out on the opportunity to participate in activities.

How do you use my information?

We use the information we collect to improve services and products, including: to measure and improve those Services; to improve your experience with the Services; to allow you to comment on content and participate in the Services; and to respond to your queries.

QUESTIONS ABOUT UNSUBSCRIBING

How do I unsubscribe?

If you wish to unsubscribe, and we hope you don’t!, you can Head to the ‘My Account’ tab and select the ‘Unsubscribe from site’ link. Alternatively you can select the ‘Unsubscribe’ link provided in every email from The Exchange and follow the instructions to unsubscribe.

QUESTIONS ABOUT TECHNICAL SUPPORT

I’m not receiving email notifications?

Please ensure invitations from The Exchange are not sent to your Junk Mail folder. To do this please add the email address [INSERT THE EXCHANGE EMAIL ADDRESS] to your Safe Senders list.

The link in my email invitation is not working?

If the link is not working you can either copy and paste the entire link into a website browser address bar or login to the community and head to ‘My Activities’ to locate the activity. Please notify us via return email or through the ‘Contact Us’ tab if you are experience this issue.

What are the minimum browser requirements?

For The Exchange to function in full you must have Java Script enabled and Cookies enabled. We also require the latest browser version, or the version prior to the latest. Browsers that work best include Safari, Chrome, Firefox, Internet Explorer and Edge.

My page is blank, not loading or I cannot move to the next page?

From time to time you might experience a delay in loading pages, please allow up to two minutes to loads. If you are experiencing extended delays it may be your connection speed. You can also try to refresh the page or use a different browser.

I am experiencing another technical problem, what should I do?

If you are experiencing another technical problem please contact us about the issue through the ‘Contact Us’ tab on the right-hand side of The Exchange homepage. In order for us to follow-up on the issue it is best to provide us with as much information about the issue that you are experiencing, as well as the browser version you are using.