Our goal is to provide the finest service possible to our clients. If you are dissatisfied with any aspect of our service, your complaint will be addressed promptly, honestly, and fairly through our internal dispute resolution procedure.
PRINCIPLES
The principles of our complaints handling policy are:
Visibility:
Information about how we handle complaints and information about how to make a complaint is easily available.
Accessibility:
The complaints handling process is easily accessible for all complainants. Australian Credit Savers will accept complaints via telephone, email, post and in person. Complaints can be made via email to complaints@australiancreditsavers.com.au or verbally to 1800 844 185 or in writing to Suite 119, 135 Cardigan St, Carlton VIC 3053.
Responsiveness:
Complaints are immediately recognised, and they are dealt with in a timely manner according to their urgency. If a complaint or dispute requires a final answer, it will be delivered to the complainant or disputant within 30 calendar days.
Charges:
Information regarding IDR procedures and access to complaints handling process is provided free of charge.
Confidentiality:
A complainant’s desire for confidentiality is kept. Australian Credit Savers will not disclose information that is personally identifiable, unless it is needed for addressing the complaint and/or the complainant expressly gives consent.
Customer – Focused Approach:
Commitment to resolving complaints in a helpful, user-friendly manner and communication in plain English. Complaints are treated seriously, and complainants are assisted in making their complaint.
Accountability:
Responsibility is taken for actions taken and decisions made. Information surrounding complaints and how they are dealt with is provided to managers and logged in the complaints register.
Continual Improvement:
The quality of products and services and the continual improvement of the complaints handling process is an ongoing objective for Australian Credit Savers. A review of IDR procedures will be conducted no less than once per year.
COMMITMENT & RELEVANT TRAINING
Australian Credit Savers is actively committed to effective and efficient complaints handling. Management will ensure that this commitment will be demonstrated by:
COLLECTION OF INFORMATION
In order to ensure that information about complaints is recorded accurately and confidentially the following process will be used for identifying, gathering, maintaining, storing and disposing of records:
Identifying Complainants:
When a complainant contacts Australian Credit Savers about a complaint, the company will ask for two forms of identification from the complainant. Complaints will not be discussed with a third party unless it is absolutely necessary to resolve the complaint and/or the complainant specifically consents.
Gathering Information:
Questions will be used to gather information about a complaint and complainant.
Maintaining:
Records are entered by the person handling the complaint and is maintained by the complaints officer.
Storing:
The complaints register is stored electronically on internal services. A backup of these servers is processed to an offsite device on a daily basis.
Disposing of Records:
When required to dispose of information surrounding complaints, this information will be permanently deleted from the servers. Where paper records have been kept, this information will be disposed of by shredding the documents.
ANALYSIS AND EVALUATION OF COMPLAINTS
In order to identify systematic, recurring and single incident problems and trends, the complaints register will record the following information for each complaint:
MAXIMUM TIMEFRAMES AT IDR
We have established the following timelines where a complaint does not include hardship/postponement of enforcement procedures and default notices relating to moneys owed to Australian Credit Savers:
Where the above timeframes cannot be met, Australian Credit Savers will:
EXTERNAL DISPUTE RESOLUTION
Australian Credit Savers is a member of AFCA (Australian Financial Complaints Authority), registration number 104645.
Information advising a complainant about this EDR scheme is located in the complaints handling policy, which will be given to every client who requests for, posted on our website, communicated to each complainant at the time of making a complaint (via email, phone or post) and available on request.
If a complaint has been through the IDR process but remains unresolved, or is not resolved within the appropriate time limits, the relevant complaints handling staff will:
COMPLAINTS HANDLING PROCESS
Receiving Complaints:
Australian Financial Complaints Authority will accept complaints via telephone, email, post and in person. Complaints can be made via email to to complaints@australiancreditsavers.com.au or verbally to 1800 844 185 or in writing to Suite 119, 135 Cardigan St, Carlton VIC 3053.
Upon receiving a complaint, Australian Credit Savers will contact the complainant and obtain details to assist in the investigation process.
Investigating Complaints:
Australian Credit Savers will investigate the details of the complaint and analyse the information and circumstances surrounding it. The level of investigation will be dependent of the seriousness and severity of the complaint.
Responding to Complaints Within Appropriate Time Limits:
Where a complaint is made in writing we will respond to the complaint via telephone and confirms details in writing. Australian Credit Savers will make reasonable efforts to ensure the timeframes for responding to complaints are met.
Referring Unresolved Complaints to and EDR Scheme:
Complainants will be provided with a final response, which will inform the complainant that if they are unsatisfied with a result, they have the right to pursue their complaint with an EDR scheme and provide details about how to access the relevant EDR scheme.
Recording Information about Complaints:
Details will be recorded and filed in the complaints register.
Identifying and Recording Systematic Issues:
The complaints officer will continuously review the complaints register in an attempt to identify systematic issues.
REMEDIES AVAILABLE FOR RESOLVING COMPLAINTS
Following an investigation one or more of the following possible remedies may be offered to a complainant depending on the severity of the complaint:
Each remedy will be assessed on a case by case basis and some circumstances may require remedies not listed above, this will be determined by a more senior person. Following an investigation, where Australian Financial Complaints Authority determines that we have acted fairly, honesty and reasonably, a remedy may not be offered.
INTERNAL STRUCTURES & REPORTING REQUIREMENTS COMPLAINTS HANDLING
All complaints are required to be reported to the department manager.
Australian Credit Savers will look into the details of the complaint and analyse the information and circumstances surrounding it. The level of investigation will be dependent of the seriousness and severity of the complaint.
