Complaints
Procedures
1. INTRODUCTION
1.1 FINSTREET (“FINSTREET, we or us”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
1.2 A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
2. OUR COMPLAINTS MANAGEMENT PROCESS
2.1 We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:
(a) Email: customercare@FINSTREET.au;
(b) Telephone: 1300 669 007; or
(c) Post: Suite 11.01/570 George Street, Sydney NSW 2000.
2.2 If your complaint is about hardship or the postponement of enforcement proceedings, please contact us by:
(a) Email: customercare@FINSTREET.au; or
(b) Telephone: 1300 669 00.
2.3 Any material relating to FINSTREET’s Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
2.4 We will collect certain information from you, including:
(a) Your name;
(b) Your contact details;
(c) How you would prefer to be contacted;
(d) A description of your complaint; and
(e) How you would like the complaint resolved.
2.5 We will acknowledge your complaint, generally within one (1) business day, and give you the contact details of the person responsible for dealing with your complaint.
2.6 The person responsible for dealing with your complaint will commence their investigation and may require further details from you. Upon completion of their investigation, the person responsible for dealing with your complaint will contact you with an IDR response. This will provide you with information about:
(a) the final outcome of your complaint at IDR; and
(b) your right to take the complaint to the Australian Financial Complaints Authority (“AFCA”) if you are not satisfied with the IDR response and how to contact AFCA.
2.7 Except where your complaint involves hardship, an IDR response is not required to be provided to you when a complaint is resolved by the end of the fifth (5th) business day of receipt of the complaint, where we have:
(a) resolved the complaint to your satisfaction; or
(b) given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.
2.8 A written response will be provided if:
(a) you request a written response; or
(b) the complaint is about hardship.
3. TIME FRAME FOR RESOLVING COMPLAINTS
3.1 We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within the following timeframes:
Type of Complaint |
Maximum |
Complaints involving default notices |
No later |
Complaints involving applications for hardship notices or a request for postponement of enforcement proceedings made. |
No later than twenty-one (21) calendar days after receiving the complaint. Exceptions apply where we do not have sufficient information to make a decision. |
All other complaints |
No later |
4. IF YOU ARE UNHAPPY WITH OUR RESPONSE
4.1 If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which FINSTREET is a member.
4.2 You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399