Our Complaints Policy
Finance Brokers of Tasmania Pty Ltd (FBT) - (ABN 15 009 555 408, Australian Credit Licence 389274) always strives to deliver the best experience for our clients. We understand, however, that there may be times when you are not happy with our service, and we recognise that everyone has the right to make a complaint.
Purpose of this policy
The purpose of this policy is to provide information to you about our dispute resolution (IDR) process. In the policy we explain:
1. The difference between a complaint and feedback.
2. How to lodge a complaint with us.
3. The options available if you require additional assistance to lodge a complaint.
4. Dealing with complaints.
5. Response timeframes.
6. The next steps to take if the complaint is not resolved.
1. The difference between a complaint and feedback:
• A complaint is an implied or express statement of dissatisfaction where a response is sought, reasonable to expect or legally required. It can relate to:
▪ products or services
▪ actions or decisions
▪ inaction or delay
▪ policy or processes
▪ management of a complaint
• Feedback is welcomed as part of our businesses ongoing continuous improvement. If you provided us with an idea, a general observation or don’t want us to respond or resolve anything, then we consider this to be feedback. We don’t generally respond to feedback.
2. How to lodge a complaint with us
When you are lodging your complaint, you should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. FBT offer a range of options to assist you in lodging a complaint. You can contact our Complaints Manager, Gary Casboult by:
1. Phoning 03 63340883 during business hours (Monday to Friday 9am - 5pm).
2. Writing to:
The Complaints Manager
Finance Brokers Tasmania
PO Box 476
Launceston Tasmania 7250
3. Emailing lance@fbt.com.au
4. Completing the Feedback Form available on our website.
5. Social Media. FBT monitor social media platforms where we have a presence, such as Facebook and Instagram. If you place a post that meets the definition of a complaint, and we can identify you and contact you, we will attempt to do so. However, utilising one of the above options will ensure your complaint is not overlooked.
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Manager.
3. The options available if you require additional assistance to lodge a complaint.
It’s important to us that we make our complaints process flexible enough to be available to everyone. To assist complainants who might need additional assistance to lodge a complaint, we:
• offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online.
• do not require complaints to be in writing.
• provide training to all staff (not just complaints management staff) to enable staff to be able to identify, support and assist complainants who need additional assistance.
• allow representatives, acting in the complainant’s best interest, to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, someone who has a Power of Attorney (POA), family members and friends. Please note that if you choose to have someone act on your behalf, we will generally not talk to them about your complaint unless we have spoken with your first.
Other services available:
• If you require additional assistance due to deafness, loss of hearing or speech impairment, you can use the Australian National Relay Service by calling 1300 555 727 or visiting their website for additional contact options.
• For non-English speakers, the Translating and Interpreter Services (TIS) may be able to assist. Call 131 450 or visit their website for further information on using this service.
4. Dealing with complaints
Our process for dealing with complaints is as follows:
1. Acknowledgement: We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
2. Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
3. IDR response: We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.
5. Response Timeframes
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply.
• Credit-related complaints involving default notices: no later than 21 calendar days after receiving the complaint or
• Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings: No later than 21 calendar days after receiving the complaint.
Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
a. resolved the complaint to your satisfaction; or
b. given you an explanation and/or apology we can take no further action to reasonably address your complaint.
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
a. the complainant requests a written response; or
b. the complaint is about hardship.
6. The next steps to take if your complaint is not resolved
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact the AFCA scheme:
• by phone on 1800 931 678.
• by email at info@afca.org.au or
• in writing to GPO Box 3, Melbourne VIC 3001.
