Internal Dispute Resolution Policy
Internal Dispute Resolution Procedure
Complaints can be lodged by the Complaints Officer by:
PO Box 394
OATLANDS NSW 2117
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 do.
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 30 days (21 days where the complaint relates to default), which states:
If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer will, before the end of the period:
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:
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 response.
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 return calls)
|Acknowledged receipt on …
|Result of investigation (e.g., our mistake; client mistaken; to EDR for resolution)
(Phone; Fax; Email ;Letter)
NB: keep copy of notification on file:
1 July 2010
Complaint # 001
|“Didn’t return my calls in time” via email at 5.07pm on 1 July
|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 disputes
If a complaint is justified, the Complaints Officer will recommend a solution comprising one or more of the following:
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.