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Questions about the Exchange Community
Questions about how to participate in the Exchange Community
Questions about 'My Account'
Questions about Incentives and Winners
Questions about how to 'Contact Us'
Questions about Passwords
Questions about Privacy
Questions about Unsubscribing
Questions about Technical Support


Questions about the Exchange Community


What’s The Exchange Community all about?
The Exchange 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 ask you to complete activities such as surveys and online discussions.
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 page. 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 Exchange Community and taking part in the activities we have for you.
As a ‘thank you’ for participating in The Exchange Community we offer you the opportunity to win gift cards.

Why have I been sent an invitation to join The Exchange Community?
When becoming a CommBank customer, you elected to opt-in to receiving communications from CommBank about market research. Note, market research communications are treated separately to general marketing communications from CommBank.

Who manages The Exchange Community?
The Exchange Community 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 the T Garage website.

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. Independent researchers from market research agency, T Garage, will also participate in The Exchange Community to moderate discussions and ask additional questions etc.

Can I invite my family and friends to join The Exchange 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 Community?
When you join The Exchange Community you create a member profile. This information is/will be collected during the onboarding survey and includes basic information such as age, gender, education and household composition. We also ask some general questions about your banking products and services in order to tailor the different activities to you.

What happens after I join The Exchange Community?
After you agree to join The Exchange Community you will be sent an email to verify your account. Once you have verified your account, you are a member of The Exchange Community! 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 Exchange Community to vote in a poll, comment in a forum and contact us with suggestions and feedback on what topics you would like to discuss in The Exchange Community.

Are there membership terms and conditions?
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 Community Log In or 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 Community Log In or Homepage.

How can I contact CommBank?
For technical support or feedback regarding The Exchange Community (including any technical issues or feedback on your experience in The Exchange Community) please contact theexchange@insightiq.com.au. For any questions or comments for CommBank specifically, or 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 Exchange 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 Community 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 also comment on or respond to other members’ 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 comment as well. Then select 'Save' and your photo or video will be posted.

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 Community. 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 emails inviting you to participate in both surveys and forums from time to time. All activity invitations 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 Community 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?
The length of time to complete an activity varies for different tasks. We will usually specify the time it will take to complete the activity in the invitation or on the landing page so that you can complete the activity at a time that best suits you.
Surveys can be anywhere from 3 to 15 minutes.
Forums and discussions generally require you to make comments about a particular topic. These activities may run for anywhere between a couple of days to 2 weeks, however, you would only need to spend between 2 to 10 minutes every couple of days responding to different elements of the topic. You might find that moderators will comment on your forum post from time to time, in which case we would love it if you could pop back into The Exchange Community for another minute or so to respond. You will receive email invitations each time there is a new element of a discussion topic to talk about.

How long do I have to complete an activity?
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’. Most activities will remain open to participation for at least a couple of days after you receive the invitation(s).

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 activities you have completed will 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 Exchange 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). If your preferred screen name has already been chosen by another member you can try a combination of letters and numbers. Your screen name 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 the ‘My Account’ tab and selecting ‘My Details’. Please note this is a required field.

What if emails from The Exchange Community are going to the Junk or Spam folder in my email inbox?
To ensure invitations from The Exchange Community are not sent to your Junk Mail folder please add the email address theexchange@insightiq.com.au to your Safe Senders list.


Questions about Incentives and Winners


How do I win prizes/gift cards?
Each month, we offer members the opportunity to win one of 20 x $20 eGift cards based on the level of participation in activities (e.g. polls, surveys and forums) that you're invited to and interactions with other members. We also select an additional winner each week to receive a $25 eGift card. Members are eligible to win a gift card once every three months.
As well as the opportunity to win one of the weekly or monthly prizes, you may also be rewarded for participating in longer or more complex activities. These activities provide all members who complete in full the chance to win one of several eGift cards.  We will always advise you in the email invitation if the activity has an extra eGift card or other reward for participating. 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 send you from GiftPay (which will take you to the GiftPay website). From there you can choose how to spend your gift from a variety of major retailers, entertainment venues, dining, online shopping and more. 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 Community Log in or Homepage.


Questions about how to 'Contact Us'


If I have feedback/an idea for The Exchange Community website, who do I speak to?
We’d love to hear your feedback and ideas for The Exchange Community. Please email the site moderators for The Exchange Community by clicking on the ‘contact us’ tab, alternatively you can send a suggestion via the Suggestion Box located on the Homepage.
If you have left a comment on a discussion wall or in a forum we will from time to time respond to this comment privately, via email.

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. To report any offensive content to the site moderators you can hit the ‘Report’ button underneath the comment.


Questions about Passwords


Can I change my password?
Yes you can. Go to the ‘My Account’ tab and update your password in the ‘Change password’ section. Remember to hit the ‘Update password’ button to save the new password. Your new password will be instantly active. 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 a privacy policy?
All information is strictly private and confidential. Please keep in mind, comments posted in The Exchange Community can be seen by other members.
You can find our full Privacy Policy here or click the link ‘Privacy Policy’ located at the bottom of The Exchange Community Log in or 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 how we 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.
Your personally identifiable information is not passed onto third parties without your explicit consent.

How do you use my information?
CommBank use the information we collect to improve services and products, including: to measure and develop 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.
You can find our full Privacy Policy here or click the link ‘Privacy Policy’ located at the bottom of The Exchange Community Log in or Homepage.


Questions about Unsubscribing


How do I unsubscribe?
If you wish to unsubscribe (and we hope that 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 Community and follow the instructions to unsubscribe.
While this unsubscribes you from receiving communications about The Exchange Community, you may still receive other market research communications from CommBank.


Questions about Technical Support


I’m not receiving email notifications?
Please ensure invitations from The Exchange Community are not sent to your Junk Mail folder. To do this please add the email address theexchange@insightiq.com.au to your Safe Senders list. 

Why haven’t I received my confirmation email?
If you haven’t received your confirmation email it is likely due to either your email settings in which emails from The Exchange Community are being sent to your Junk Mail folder. In which case, please add The Exchange Community to your Safe Senders list, and/or check that you haven't entered your email address incorrectly. If you think this has happened you will need to complete the onboarding survey again.

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 Exchange Community and head to ‘My Activities’ to locate the activity. Additionally, please notify us via return email or through the ‘Contact Us’ tab if you have experienced this issue.

What are the minimum browser requirements?
For The Exchange Community 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.

Why is my page 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 load. If you are experiencing extended delays it may be your connection speed. You can also try refreshing the page or using a different browser.

My page has timed out during a survey, what should I do?
If during a survey the page has timed out or you lose connection, your answers have not been lost. To finish the survey simply click on the link again which will take you to where you last left off.

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 Community 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 possible, as well as the browser name and version you are using.
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