Within our business, we follow specific procedures to try to resolve any complaints that you may have. We have:
- internal dispute resolution procedures
- external dispute resolution procedures – we a member of the scheme managed by the Australian Financial Complaints Authority (AFCA) (our Membership Number is 43955)
In addition to promoting a culture of fair customer treatment, these procedures also assist our business in complying with:
- Regulatory Guide RG165 (on dispute resolution) published by the Australian Securities and Investments Commission
- Australian Financial Complaints Authority (AFCA) scheme rules
- International Standards Organisation standard ISO10002 (on complaints handling)
- The National Consumer Credit Protection Act 2009 and associated Regulations
Complaints handling officer
We have appointed a complaints handling officer. Under our internal dispute resolution procedures, we have determined that a complaints handling officer must be:
- manage relationships with key stakeholders;
- comprehend customer documentation, legislation and regulatory policy statements;
- understand the business’ organisational structure; and
- review processes and procedures to ensure currency, compliance and adequacy.
Our complaints handling officer is:
46B Angove Street, North Perth, WA, 6006
If a person (not necessarily a customer) contacts our business and expresses dissatisfaction with a product or service and expects a response or resolution, the incident must be recorded as a complaint.
Complaint handling procedure
The procedure can be summarised as follows:
|Task||Timing and Comments|
|Complete complaint form and lodge with business||Within 24 hours of receipt|
|Review lodgement and record in complaints register||Within 24 hours|
|Acknowledge the complaint by writing to the customer||Within 5 business days of original receipt|
|Delegate investigation to an appropriate person||Within 24 hours|
|Investigate the complaint||Within 5 business days|
|Determine whether a breach has occurred||Within 5 business days|
|If breach, enter in breach register and refer to breach handling process||Within 24 hours|
|Contact complainant on progress||Every 2 weeks if necessary|
|Review investigation upon completion||Within 7 days of determination|
|Make a final determination about the complaint resolution||Within 45 days of original receipt|
|Inform complainant of determination||Within 7 days of determination|
|Update complaints register and review for evidence of systemic issues||Within 7 days of determination|
|Report to business owner||At least quarterly|
Method of making a complaint
All complaints must be logged using a Complaint Form (available on request).
Our business will always seek to ensure that remedies are fair. In considering an appropriate remedy, we will have regard to the applicable legal principles, relevant codes of conduct, fairness to the complainant and good practice.
While financial remedies are not normally appropriate or necessary, in the event a financial remedy is deemed necessary, our business will ensure that fair compensation is provided. If any compensation is to be provided it must be approved by the Director.
External dispute resolution scheme
It is of our licence that we have a dispute resolution system in place that consists of a complying internal dispute resolution process (as outlined above) and membership of an external dispute resolution scheme. Our business is a member of the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA) scheme.
All complainants will be informed that they have the right to refer their complaint to AFCA if they are unsatisfied with the handling or resolution of a complaint dealt with by our internal dispute resolution process. AFCA will not accept their complaint unless they have first been through the Company’s internal dispute resolution process. The contact details for AFCA are:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Upon receiving a complaint, AFCA will contact both parties and attempt to resolve the complaint by conciliation. All communication with AFCA will be referred to us and we will be provided with regular updates on the status of the complaint.
We are required to send a written response to AFCA within 21 days of receipt of the notice from them.
Access to our complaints handling procedure and the external dispute resolution scheme run by AFCA is provided free of charge.
We treat all complaints in confidence and only disclose the details of a complaint to those involved in the resolution process.