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1 About This Policy
This guide only relates to debts purchased by us under a Notice of Assignment. All other debts managed by us are subject to our client's own dispute resolution policy.
We take any complaint or dispute seriously and pride ourselves on being fair and reasonable. We want to provide you, our customer, a positive service experience during times that can be extraordinarily stressful. All complaints and disputes are dealt with in a timely , objective and fair manner.
2 Internal Dispute Resolution (IDR)
If you are unhappy and wish to lodge a complaint or dispute we ask that you speak with us immediately.
first and foremost, we ask that you speak with us. We will do our very best to resolve your complaint or dispute efficiently and quickly
if this is not possible, you should put your complaint or dispute in writing so we can understand the nature of the complaint or dispute and your requested resolution. Written complaints will be acknowledged within 10 working days
once all relevant information is received we will commence an investigation of your complaint or dispute within 5 working days and will keep you informed throughout the process
if your complaint or dispute cannot be resolved within 5 business days, we will respond to you in writing within a maximum of 45 days (21 days for hardship disputes) of your initial complaint or dispute
if your complaint or dispute is not resolved within 45 days (21 days for hardship disputes) we will notify you that you are entitled to pursue the complaint through External Dispute Resolution (EDR)
3 Our Contact Details
You can contact us about your complaint or dispute at:
Level 21, 133 Castlereagh Street
Sydney NSW 2000
4 External Dispute Resolution
We are members of the Australian Financial Complaints Authority (AFCA).
If your complaint remains unresolved after our response you may lodge a complaint with AFCA.
If you lodge a complaint with AFCA prior to giving us the opportunity to resolve your complaint AFCA may refer your complaint back to us before they can consider it further.
AFCA can help you with:
independent consideration of your complaint or dispute at no cost to you
impartial consideration of your complaint
You can lodge a complaint or dispute with AFCA electronically at https://www.afca.org.au. After your complaint has been lodged a case officer from AFCA will contact you to discuss your complaint and how it may be resolved.
If your complaint falls within their jurisdiction they will attempt to facilitate a negotiated settlement between you and us. If a negotiated settlement cannot be reached, AFCA will make a determination.
When you contact AFCA you will be discussing your complaint with an independent body:
if you make a complaint or dispute the only cost to you is a local phone call
you do not lose any of your legal rights
you are not bound by any decision that AFCA makes if you do not agree with the outcome
your participation in the EDR process is voluntary and you may withdraw your complaint at any stage
Please note that there are instances where the AFCA does not have the capacity to investigate a complaint. These include:
something a Financial Services Provider (FSP) has done but which is not directly related to the financial service provided by the FSP
someone who is not a participant of the AFCA scheme
a fee, charge, commission or interest rate (unless your complaint is about the non-disclosure, misrepresentation, miscalculation or incorrect application of the fee, charge, commission or interest rate, or if the charging of any of these is in breach of the law or is unconscionable)
the policies or commercial judgement of the FSP or someone other than the FSP, examples of which are:
- a lenders assessment of risk or of financial or commercial criteria
- a lenders decision to refuse a loan application or the release of part of the security for the loan or to approve either of them subject to conditions
- interest rates and fees charges by the lender
- a lenders policy to require mortgage insurance
issues where six years have elapsed since the time you first become aware, or should reasonably have become aware, of the loss you claim you suffered as a result of the issue(s)
issues that have already been dealt with by a Court, Tribunal, Arbitrator or another ASIC approved EDR scheme
If any issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority (AFCA)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
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