Disputes or Complaints

What to do if you have a dispute or complaint?

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to make a complaint and the complaints process?

If you have a complaint, we request you follow these steps:

1. In the first instance, please contact our complaints contact person, Greg Nolan on 0418 634428. If he is not available, the backup is David Monahan on 0422 000034.

2. We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.

3. In cases where your complaint will take longer to resolve, we will update you progressively.

Third party products and services

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Keeping you informed

Our Complaints Area will acknowledge receipt of your complaint within five business days. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.

Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.

Still not satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

Our external dispute resolution service provider is the Australian Financial Complaints Authority, which can be contacted via:

SYDNEY

Level 1, 14-16 Suakin Street,
Pymble NSW 2073
PO Box 5307 Turramurra, NSW 2074
Phone: (02) 9440 1555
Fax:(02) 9475 5102
Mobile: 0422 000 034

LICENCE DETAILS 

ACN: 104 077 170
ABN: 33 104 077 170
Australian Credit Licence Number
388706

NEWCASTLE

8/149 Ambleside Circuit,
Lakelands NSW 2282
PO Box 631 Toronto, NSW 2283
Phone: (02) 4953 6800
Fax: (02) 9475 5102
Mobile: 0418 634 428

CONTACT US FOR

SUNSHINE COAST

K1 Kawana Lvl 2 Unit 10/16 Innovation Pkwy
Birtinya QLD 4575
PO Box 908 Buddina, QLD 4575
Phone: (07) 5493 5888
Fax: (02) 9475 5102
Mobile: 0410 574 505

FURTHER INFORMATION