Complaint Handling Policy
At Credit Report Experts Australia, we are committed to delivering high-quality services and ensuring a fair, transparent, and timely resolution of complaints. If you are dissatisfied with any aspect of our service, we encourage you to contact us so we can address your concerns as quickly and fairly as possible through our Internal Dispute Resolution (IDR) process.
Key Principles
1. Visibility
We ensure that our complaint handling procedures are clearly accessible and publicly available on our website. Information on how to make a complaint is also available upon request.
2. Accessibility
Complaints can be made in multiple formats to ensure accessibility for all individuals. We accept complaints via:
- Email: [email protected]
- Phone: 1800 319 772
- Post: Suite 100/39 Martin Place, Sydney NSW 2000
3. Responsiveness
We acknowledge all complaints promptly and handle them in a fair and efficient manner. A final response will be provided within 30 calendar days unless exceptional circumstances apply.
4. Free of Charge
Lodging a complaint and accessing our Internal Dispute Resolution process is completely free of charge.
5. Confidentiality
We protect your privacy and handle all complaints with strict confidentiality. Personal details will only be disclosed where necessary to resolve the complaint or with the complainant’s consent.
6. Customer-Focused Approach
We aim to resolve complaints in a respectful, supportive, and user-friendly manner, using plain language and clear communication.
7. Accountability
All complaints are logged and monitored internally. Our management team reviews all complaints and outcomes to ensure proper resolution and ongoing accountability.
8. Continuous Improvement
We regularly review complaint trends and outcomes to improve our products, services, and complaint handling processes. Formal reviews of our IDR procedures occur at least once annually.
Internal Dispute Resolution (IDR) Process
Staff Training and Resources
We ensure that:
- All relevant staff are trained in IDR processes;
- Adequate resources are allocated to manage and resolve complaints efficiently;
- Reporting systems and escalation procedures are in place to maintain effective monitoring.
Collection and Handling of Complaint Information
Identification
To maintain privacy and accuracy, we request at least two forms of ID before discussing personal complaint details.
Gathering and Recording
We gather relevant facts through structured questions and record all complaints, which is securely stored and backed up daily.
Retention and Disposal
Complaint records are retained securely in compliance with privacy and legal requirements. When no longer required, digital records are permanently deleted and paper records are securely shredded.
Timelines for Complaint Resolution
Where the complaint does not involve financial hardship, enforcement postponement or default notices, the following apply:
- A final written response is provided within 30 calendar days.
- If resolved within one business day and no written response is requested, we may resolve the matter without written confirmation.
- Where delays occur, we will:
- Inform the complainant of the reason,
- Advise of the right to escalate to AFCA (Australian Financial Complaints Authority),
- Provide AFCA’s contact details.
Escalation to External Dispute Resolution (EDR)
If you are not satisfied with our final response or we do not resolve your complaint within the required timeframe, you may escalate the matter to Australian Financial Complaints Authority (AFCA):
AFCA Contact Details
Website: www.afca.org.au
Email: [email protected]
Phone: 1300 56 55 62
Mail: GPO Box 3, Melbourne VIC 3001
AFCA Member ID: 115554
AFCA will provide you with information:
- When you lodge a complaint,
- When requested, and
- In our final IDR response, if unresolved.
Complaints Handling Process
1. Receiving Complaints
Complaints can be received via email, phone, post, or in person. We acknowledge all complaints promptly.
2. Investigating Complaints
Each complaint is assessed and investigated proportionate to its severity. We review all relevant facts, documents, and interactions.
3. Providing a Final Response
We aim to provide a clear, written outcome within 30 calendar days. If we resolve it verbally within one business day, we may not send a written response unless requested.
4. Escalating to AFCA
If you’re dissatisfied with our resolution, we will assist you in escalating your complaint to AFCA.
5. Monitoring and Reporting
Our complaints officer maintains and regularly reviews the Complaints Register to identify and address recurring issues or systemic concerns.
Available Remedies
Where appropriate, we may offer one or more of the following remedies:
- A formal apology
- Fee reduction or waiver
- Refund (partial or full)
- Cancellation of agreements
- Referral to senior management for review
Each case is considered individually, and remedies are applied based on the circumstances and outcome of the investigation.
Internal Oversight and Governance
All complaints are reported to management and handled by trained personnel. Senior management monitors complaint handling to ensure compliance with ASIC RG 271 and continuous improvement in our processes.