BF MONEY internal dispute resolution procedure
Complaints can be lodged by the Complaints Officer by:
Telephoning (02) 9687 9444
Writing to: Complaints Officer
PO Box 436
PARRAMATTA NSW 2124
Or by speaking to any representative of our business who will refer
complainants to the Complaints Officer.
We adopt the definition of ‘complaint’ in AS ISO
10002-2006, namely ‘an expression of dissatisfaction made to an
organisation, related to its products or services, or the complaints
handling process itself, where a response or resolution is explicitly or
implicitly expected’. This means we will treat informal complaints
seriously and refer them to IDR unless they are resolved by the end of the
next business day.
Any complaint which is resolved to the customer’s satisfaction by the end
of the next business day (starting from when the complaint was received)
will not require the full IDR process to be applied. There is no need to
capture and record the complaint or respond as set out below.
The Complaints Officer will review the complaint carefully and promptly,
taking such steps and reviewing such documents as a reasonable person would
Responding to complaints within appropriate time limits and
referring unresolved complaints to an EDR scheme
The Complaints Officer will provide a written ‘ final response’ to the complainant within 45 days (21 days
where the complaint relates to default), which states:
- The final outcome of the dispute at IDR
- The right to take their dispute to EDR (no matter what the result of
the investigation was at IDR)
- The name and contact details of your EDR scheme.
If the Complaints Officer is unable to give a final response within the
specified period, the Complaints Officer will, before the end of the
- Inform the complainant of the reasons for the delay
- Advise the complainant of their right to complain to EDR
- Provide the complainant with the name and contact details of your EDR
The NCC allows credit providers 21 days to consider hardship and
postponement applications. At the end of that period, if there is no
agreement, there will be no further time to handle the dispute at IDR, and
the complainant must be referred to EDR.
When deciding about hardship or postponement applications, the Complaints
Officer will give EDR contact details when:
- Advising whether the claim has been agreed to; or
- The notification of variation to the credit contract is given within 30
days after the variation is agreed.
- The complainant can go direct to EDR regarding disputes involving
hardship or postponement which also involve issues with default
Unless the statute of limitations is about to expire, legal proceedings
will not be commenced or continued nor will any other enforcement action be
taken during the IDR period and for at least 14 days from giving a final
Recording information about complaints and identifying and
recording systemic issues
We will record information in the following tabular form:
|Date of Complaint & Reference||Name of Complainant||Type (e.g., rates too high; didn’t disclose all fees; didn’t
|Acknowledged receipt on …||Result of investigation (e.g., our mistake; client mistaken; to EDR for resolution)||Complainant advised/Date
(Phone; Fax; Email ;Letter)
NB: keep copy of notification on file:
|1 July 2010
Complaint # 001
|Fred Bloggs|| “Didn’t return my calls in time” via email at 5.07pm on
|Emailed Mr Bloggs dated 1 July 2010||Our mistake: resolved the following day by return email||2 July at 10.10am.
Copy of email on client file # 7631
If the complaint discloses a systemic issue, we will take immediate steps
to ensure the issue is addressed.
The types of remedies available for resolving complaints or
If a complaint is justified, the Complaints Officer will recommend a
solution comprising one or more of the following:
- An apology
- Vary contractual obligations
- A free service.
Internal structures and reporting requirements
We will do our best to consider complaints fairly and equally. If we are
unable to do so we will consider seeking outside assistance to resolve the
dispute. We will review these procedures at least annually.
- Visibility – We will take reasonable steps to ensure customers know about the
existence of our IDR procedures and how to make a complaint or apply
for hardship or postponement. This information will be readily
available, not just at the time a consumer wishes to make a complaint
or dispute. All staff who deal with customers, not just complaints or
disputes handling staff only, should have an understanding of our IDR
- Objectivity – We will address each complaint in an equitable and objective manner.
Where possible, the complaint should be investigated by staff not
involved in the subject matter of the complaint.
- Charges – The IDR procedures are free of charge.
- Confidentiality – We will keep information confidential.
- Customer focused approach – We will be helpful, user friendly and communicate in plain English,
showing our commitment to resolving complaints.
- Commitment – We are actively committed to efficient complaint handling. Our
procedures are published on our website.
- Analysis and Evaluation of Complaints – All complaints will be classified and then analysed to identify
systemic recurring and single incident problems and trends.