At Add Finance, we pride ourselves on offering exceptional service to our clients. If we have not met your expectations, we genuinely wish to hear from you to address your concerns in a constructive manner.
How to Lodge a Complaint
1. Initial Point of Contact
We encourage you to first raise your concerns with the person who initially assisted you. They are best placed to address your immediate concerns.
2. Complaints Team
If the initial contact is unable to resolve your complaint, or if you feel more comfortable bypassing this step, please reach out to our dedicated Complaints Team at:
Email: complaints@addfinance.com.au
Postal Address: Add Finance Complaints Team, PO Box 1808, Darwin, NT 0801
Internal Dispute Resolution Procedure
Stage 1: Your Add Finance representative will strive to address your complaint promptly. If the outcome is not to your satisfaction or if you would like a second review, you can request your complaint to be escalated to Stage 2.
Stage 2: A Dispute Resolution Manager will assess your complaint. This individual will, wherever feasible, be distinct from the original respondent of the complaint to ensure impartiality. Our response will be in writing, and it will include reasons for any decisions we have made.
If, after our internal process concludes, you are unsatisfied with our response, you are entitled to seek recourse via an External Dispute Resolution service.
External Dispute Resolution Services
1. Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678 (free call) or 03 9613 6399
Email: info@afca.org.au
Website: afca.org.au
Postal Address: GPO Box 3, Melbourne VIC 3001
2. Office of the Australian Information Commissioner (OAIC) (For Privacy Complaints):
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Postal Address: GPO Box 5218, Sydney NSW 2001
Website: www.oaic.gov.au (online complaint form available)
Our Commitment to You During the Complaint Process
We will acknowledge your complaint within one business day of receipt.
You will be kept updated regarding the progress of your complaint at regular intervals, no longer than every ten (10) calendar days.
To thoroughly address your complaint, we may seek additional information from you.
Should we be unable to resolve your complaint within 5 business days of receipt, or if you request a written response, or if the complaint pertains to financial hardship, a formal Internal Dispute Resolution response will be provided.
In situations where a formal response is not mandated, we will confirm our actions to address your complaint in writing.
We pledge to provide a resolution or a definitive outcome to your complaint within 30 calendar days from the initial receipt date.
For detailed information on how we manage and protect your personal data, we invite you to peruse our Privacy Policy available on our website.
