Complaint Handling Process
Overview
Whilst we strive to deliver great service to our customers, we understand that unfortunately there are times that we can do things better.
This document outlines our commitment to customers around managing and resolving complaints.
What is a complaint?
We see a complaint as any expression of dissatisfaction or grievance made to us about any of our products and services, or the way we’ve managed a complaint.
We will try to resolve all complaints in a timely manner, and keep all parties informed throughout the process. We will address all complaints with genuine concern, and in particular situations we will ensure they are treated with a high degree of urgency, especially in the following cases:
a. Customers who fall under our hardship policy, where the issue relating to the complaint might contribute to that customer’s financial hardship; and
b. The misallocation or non-receipt of monies issued to a customer, where we haven’t followed the right process in assessing eligibility or distributing funds.
Who can make a complaint?
Anyone who has the right to make a complaint, and we ensure that all complaints are dealt with efficiently, objectively, and fairly.
We’ll also assist anyone who needs help formulating, lodging, and progressing a complaint with us.
We’re committed to acknowledging complaints
We’re committed to acknowledging your complaint in a prompt and professional manner.
This means that when you make a complaint over the phone, via our website or email, we’ll respond with an acknowledgement email. This will include:
a. A reference number so you can identify and track your complaint;
b. An estimated timeframe for when we’ll resolve your complaint; and
c. Details on how you can get information about our Complaint Handling Process and Internal Dispute Resolution (IDR) Procedures. Where a complaint is made by post, fax, or recorded message, we’ll make sure we get this information to you within five working days of receiving your complaint.
How you can monitor your complaint
While your complaint is being investigated, we’ll provide you with progress updates so you know what’s happening. You can also contact us to check the progress of your complaint.
The steps we take to resolve complaints
We’ll try to resolve your complaint at the time it’s raised. However, if we need to investigate it further, we’ll aim to resolve it, or tell you what we’re doing to resolve it, within five working days.
The time we spend investigating a complaint is determined by its seriousness and complexity, but we’re committed to resolving all complaints within the regulated guidelines.
After resolving the matter with you, we’ll aim to complete all necessary steps to deliver the resolution within 10 working days. We’ll only implement the resolution once it’s been accepted by you.
The only cases where this may differ, is when you agree to a different timeframe for resolution, or we need you to do something in order to resolve the complaint.
Sometimes, we may not be able to resolve a complaint within the timeframes set out above. If that’s the case, we’ll contact you and explain the reason for the delay and give you a new timeframe for resolution.
What happens if you’re not happy with the outcome?
If you’re not happy with how your complaint has been resolved, you have a number of options available to you.
We can escalate the complaint and review the resolution you were offered. This may involve an escalation to the next level of management, or the appointment of a case manager in one of our specialised teams.
There are also some external dispute resolution options available to you:
This includes making a complaint to AFCA (Australian Financial Complaints Authority), our nominated External Disputes Resolution Scheme (EDRS). Their telephone number is 1800 931 678.
For broader lending issues that may be outside the jurisdiction of AFCA, you can contact the Australian Securities & Investments Commission (ASIC) on 1300 300 630.
For trade practices issues, contact the Australian Competition and Consumer Commission (ACCC) on 1300 302 502.
How to make a complaint or check the progress of a complaint
If you need to make a complaint, or would like to check the progress of a complaint, please contact us via the Complaints form, or by one of the following methods:
Phone: 1300 324 746
Email address: complaints@fairgofinance.com.au
Disability Services
If you have a disability and need help making a complaint or understanding our complaint handling process, you can also contact us using one of the following options.
Relay Service
Help for people who are deaf or have a hearing or speech impairment. Contact Fair Go Finance through the National Relay Service (NRS). For more information, visit the NRS website (communications.gov.au/accesshub/nrs) to choose your preferred access point, or call the NRS Helpdesk on 1800 555 660.
Translating and Interpreting Services
The Department of Home Affairs also provides a Translating and Interpreting Service (TIS National) for non-English speakers. If another language is required, you can call TIS National on 131 450 and request to be connected to Fair Go Finance on 1300 324 746 (Personal Service Complaints).