Our IDR processes are aligned with our membership of the EDR scheme which is Credit Ombudsman Services Limited.
We adopt the definition of ‘complaint’ in AS ISO 10002-2006, namely ‘an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.
Complaints can be lodged by contacting Andy Marriott, the Complaints Officer by:
Telephoning 0438 724 113
Writing to PO Box 3244 Pialba QLD 4655
By speaking to any representative of our business who will refer complainants to the Complaints Officer.
The Complaints Officer will review the complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.
Responding to complaints within appropriate time limits and referring unresolved complaints to an EDR scheme.
The Complaints Officer will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:
Where a complaint or dispute is resolved to the customer’s satisfaction by the end of the next business day from when the complaint or dispute was received, we will not be required to apply the full IDR process with respect to capturing and recording the complaint or dispute and providing a final response on resolution of the complaint.
However, if a complaint or dispute is received and not resolved by the next business day the full process will be followed.
The types of remedies available for resolving complaints or disputes
If a complaint is justified, the Complaints Officer will recommend a solution comprising one or more of the following: