DISPUTES OR COMPLAINTS
WHAT TO DO IF YOU HAVE A
DISPUTE OR COMPLAINT?
We are committed to providing
our customers with the best
possible service. If at any
time we have not met our obligations
– or you have a complaint about
any of our services – please
inform us so we can work towards
a resolution. We will endeavour
to deal with your complaint
promptly, thoroughly and fairly.
HOW TO MAKE A COMPLAINT AND
THE COMPLAINTS PROCESS?
If we have a complaint, we request
you follow these steps:
1. In the first instance, please
contact your credit assistance
provider.
2. If your complaint has not
been resolved to your satisfaction
within 5 business days, please
contact our Complaints Area
as detailed below:
Telephone: 1800 014 375 Monday
to Friday 9am to 5pm (AEST)
Email: resolutions@BLSSA.com.au
Fax: 03 8616 1918
Mail: BLSSA Advice Complaints,
PO Box 626, Collins Street West,
Melbourne VIC 3000
3. We may ask for additional
information and request you
to put your complaint in writing
to ensure your issue is properly
investigated.
4. In cases where your complaint
will take longer to resolve,
we will update your progressively.
THIRD PARTY PRODUCTS OR SERVICES
If your complaint relates to
a product or service acquired
through a third party (for example,
a lender) we may ask you to
contract the relevant third
party. They will deal with your
complaint under their complaints
resolution process.
If you are not satisfied with
the resolution of your complaint
by the third party under their
complaints resolution process,
you are entitled to have your
dispute considered by their
External Dispute Resolution
Scheme. Please contact the third
party for further details.
KEEPING YOU INFORMED
Our Complaints Area will acknowledge
receipt of your complaint within
five business days. If unable
to resolve the complaint/dispute
to your satisfaction within
five business days, they will
write to you advising the procedures
we will follow in investigating
and handling your complaint.
Within 45 calendar days from
the date you lodged the complaint
with us, we will write to you
advising you the outcome of
the investigation and the reason/s
for our decision, or if required,
we will inform you more time
is needed to complete the investigation.
STILL NOT SATISFIED?
If you do not think we have
resolved your complaint to your
satisfaction, you may take the
matter – free of charge – to
the relevant External Disputes
Resolution Scheme (provided
it is within the scheme’s terms
of reference) as detailed below.
You may also refer the matter
to the relevant External Disputes
Resolution Scheme at any time,
but if our internal process
is still in progress, they may
request that our internal processes
be complete before considering
the matter further.
Our external dispute resolution
service provider is the Credit
Ombudsman Service Limited, which
can be contacted via:
· Telephone: 1800 138 422
· Online complaint form: http://www.cosl.com.au/Make-a-complaint-intro
· Website: http://www.cosl.com.au
· Mail: PO Box A252, Sydney
South NSW 1235
· Fax: 02 9273 8440
Our external dispute resolution
service provider is the Financial
Ombudsman Service Limited which
can contacted via:
· Telephone: 1300 780 808
· Online complaint form: https://forms.fos.org.au/OnlineDispute
· Website: http://www.fos.org.au
· Mail: GPO Box 3, Melbourne
VIC 3001
· Fax: 03 9613 6399
BLSSA’s external dispute resolution
service provider is the Credit
Ombudsman Service Limited, which
can be contacted via:
· Telephone: 1800 138 422
· Online complaint form: http://www.cosl.com.au/Make-a-complaint-intro
· Website: http://www.cosl.com.au
· Mail: PO Box A252, Sydney
South NSW 1235
· Fax: 02 9273 8440
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