INTRODUCTION
Within our business, we follow specific procedures to try to resolve any complaints that you may have. We have:
- internal dispute resolution procedures
- external dispute resolution procedures – we a member of the scheme managed by the Credit and Investment Ombudsman (CIO) (our Membership Number is M0005438)
In addition to promoting a culture of fair customer treatment, these procedures also assist our business in complying with:
- Regulatory Guide RG165 (on dispute resolution) published by the Australian Securities and Investments Commission
- Credit Investment Ombudsman (CIO) scheme rules
- International Standards Organisation standard ISO10002 (on complaints handling)
- The National Consumer Credit Protection Act 2009 and associated Regulations
COMPLAINTS HANDLING OFFICER
We have appointed a complaints handling officer. Under our internal dispute resolution procedures, we have determined that a complaints handling officer must be:
- manage relationships with key stakeholders;
- comprehend customer documentation, legislation and regulatory policy statements;
- understand the business’ organisational structure; and
- review processes and procedures to ensure currency, compliance and adequacy.
