Compliments and concerns
We work hard to build strong and lasting relationships with our customers. By listening to your feedback, not only can we address any immediate concerns you may have, but we can also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service in any way, please let us know by phoning David on 0450 220 166 or emailing us by using the form opposite, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail, email or by using the form opposite, please make sure you provide as much detail as possible about your complaint.
Need an Update on your complaint
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, Connective Credit Services. They are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under their licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).
Connective Credit Services details are:
Attention: Compliance and Complaints Handling Officer
Phone: 1300 656 637
Email: compliance@connective.com.au
Website: http://www.connective.com.au
Mail: Level 20 / 567 Collins Street, Melbourne VIC 3000
Connective Credit Services hope that you will be satisfied with how they deal with your complaint. However, if your concerns remain unresolved, or you have not heard from them within 45 days, then you can have your complaint heard by an independent party. The complaint can then be lodged with the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.