Dispute Resolution Policy -
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Dispute Resolution Policy

At Aussie Finance Solutions we value our customers and are committed to provide a fair and prompt resolution to any disputes or complaints which may arise.

We have both an internal dispute resolution scheme and external dispute resolution scheme in place and all our loan consultants are member of external dispute resolution scheme COSL (Credit Ombudsmen Services Ltd).  In case of any dispute or complain about our services or loan product offered by us, please feel free to contact us.

Our Internal Dispute Resolution Scheme

If you do have any concerns, please contact us promptly so that we can resolve any issues that you may have and continue to improve our customer service.  In the majority of cases complaints are merely misunderstandings which can be resolved via a telephone conversation with our Complaints Contact Person.

Our Complaints Contact Person is Anil Jindal, Business Manager. He can be contacted follows:

Over the phone on: (02) 9649 1070
Via fax on: (02) 9702 1570
Via email: admin@loans-sydney.com.au.au
By Mail: 1 Hamilton Street
Lidcombe, NSW 2141
Australia
In Person at: Suie 6
4 Charles Street
Parramatta, NSW  2150
Australia

If you decide to email, fax or write to us your complaint, you will receive an acknowledgement that we have received your complaint within two days.

The Complaints Contact Person will assist you with the complaint and advise if any further information is required.  The Complaints Contact Person will liaise with you and loan consultant to resolve the complaint and if appropriate determine a fair remedy.  You will be informed at each stage of the process and of all decisions made.

We will observe the following principles in handling your complaint:

  1. As such there is no requirement for a face-to-face contact between you and us, although it may be useful to meet face-to-face to come to a satisfactory resolution quickly;
  2. we expect that both parties will make a genuine attempt to resolve a complaint promptly;
  3. we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
  4. we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Unless there are exceptional circumstances, we will provide a resolution to your complaint within 45 days of receipt of the initial complaint.  If we are unable to resolve the complaint within 45 days we will:

  • inform you of the reasons for the delay;
  • specify a date when you can reasonably expect a decision; and
  • notify you of your right to contact Credit Ombudsman Service Limited.

All complaints will be investigated at no charge to you.

Our External Dispute Resolution Scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  Our external dispute resolution provider is Credit Ombudsmen Services Limited.

External dispute resolution is a free service established to provide you with an independent mechanism to resolve any specific complaint.
Credit Ombudsman Services Limited may be contacted as follows:

Phone: 02 9273 8400
Fax: 02 9261 2798
Email: info@cosl.com.au
Address: Level 7, 287 Elizabeth Street
Sydney NSW 2000
Mailing Address: PO Box A252
Sydney South NSW 1235
Website: www.cosl.com.au
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