OUR COMPLAINTS HANDLING PROCESS
OUR COMPLAINTS HANDLING PROCESS
We are committed to ensuring our products, services, staff and complaints handling meets your expectations. When this doesn’t happen, we want to know about it. Providing feedback to us through our Complaints process enables us to review our performance and/or procedures and make any necessary changes.
POINTS TO REMEMBER WHEN RAISING A COMPLAINT
We understand the frustration our customers feel when something goes wrong. We will look to you to provide all relevant information; including identifying the issue and the solution you are seeking.
In turn, we will do our best to resolve your issue professionally, efficiently and fairly, and keep you informed of our progress. Respect and cooperation is expected from customers and by our representatives across all interactions during the complaint resolution process.
We will treat your complaint in a confidential manner and consistent with the Australian Privacy Principals. Should you not wish to have your complaint information shared with particular staff or representatives we will respect and adhere to such requests where reasonably practicable to do so.
HOW TO LODGE YOUR COMPLAINT
You can lodge your complaint via phone, email, post, online or via our Facebook page. If you require help in lodging your complaint, we will be happy to provide whatever reasonable assistance you may need.
STEP 1 – CUSTOMER SERVICE
Your designated Account Manager, is your first point of contact for raising complaints or providing feedback. Talk to our representative involved with your complaint and they will do their best to help resolve any issue you may have.
This can be done by phoning, writing or emailing the relevant representative using their current contact details. Our representatives will also be more than happy to make an appointment at a convenient time and location to meet with you to discuss your complaint with them.
Where we are unable to resolve the complaint to your satisfaction within 5 business days from receipt of the complaint, we will refer the matter to our Internal Dispute Resolution (IDR) process (Step 2).
STEP 2 – INTERNAL DISPUTE RESOLUTION (COMPLAINTS MANAGER)
If you are not satisfied with the response to your complaint or feedback from Step 1 or do not wish to have the matter handled by your Account Manager, or for any other reason, please contact our Complaints Manager direct.
Our Complaints Manager will work closely with you to resolve your complaint quickly and amicably. Our Complaints Manager will be more than happy to provide any assistance you may require or request, in lodging or supporting your complaint.
The Complaints Manager will formally acknowledge receipt of your complaint within 24 hours or 1 business day of receiving it. Also, as part of our IDR process we will provide a written response within 30 calendar days to you which will outline the decision we have taken and why, and what steps or actions we have put in place to resolve your complaint.
If we cannot resolve your complaint to your satisfaction within 30 calendar days from the date of the receipt of the complaint, we will refer you to the External Dispute Resolution process (Step 3).
Contacting the Complaints Manager
- by phoning our office on 07 5538 8988 and asking to speak to the Complaints Manager,
- in writing
- email to firstname.lastname@example.org requesting the Complaints Officer address your concern.
- The Complaints Officer will also be more than happy to make an appointment at a convenient time and location to meet with you to discuss your complaint with us.
STEP 3 – EXTERNAL DISPUTE RESOLUTION
If you are still not satisfied with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). The AFCA will typically be able to assist the vast majority of our clients with an unresolved complaint however please be mindful that:
- There are time limits for lodging a dispute with AFCA. In most cases, you have two years to lodge a dispute with AFCA from the date of our final response.
- Typically, AFCA will only address complaints from individuals and small businesses and will not address matters where legal proceedings have commenced.
Please note that before the Australian Financial Complaints Authority can investigate and assist you with your complaint, they generally require you to have first provided us with the opportunity to address the complaint.
Their details are as follows:
- Online: www.afca.org.au
- Email: email@example.com
- Phone: 1800 931 678
- Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001