INTERNAL DISPUTE RESOLUTION PROCEDURES
We aim to provide the very best service for our clients. In the
event that you are unhappy regarding any part of
our service, our internal dispute resolution
process provides that your
complaint will be handled efficiently, honestly
and fairly.
Warren Merry is authorised as a credit
representative (Credit Representative number
399105) and Barry Pittman is authorised as a
credit representative (Credit representative
number 399104) to
engage in credit activities on behalf of BLSSA
Pty Ltd (ACN 117 651 760) (Australian Credit
Licence number 391237) who may assist us in the
investigation and resolution of your complaint.
Should you have a complaint about our services, please contact:
Complaints
Officer:
|
BLSSA Pty Ltd Complaints Officers: |
Warren Merry or Barry
Pittman
|
|
Director |
Complaints Officers |
ADDRESS PO Box 1841 Sunnybank Hills QLD
4109 |
ADDRESS:
Level 15
360
Elizabeth Street
Melbourne,
VIC 3000 |
PHONE: Warren – 0423807413
Barry 0423807414 |
PHONE: 03 9320 1082 |
FAX N/A |
TOLL FREE: 1800 763 486 |
EMAIL:
warren@financeworks.com.au
or
barry@financeworks.com.au
|
EMAIL: resolutions@BLSSA.com.au |
The Complaints Officers are senior personnel in our organisation
and in BLSSA Pty Ltd and have the necessary
experience and authority to handle your
complaint and make relevant decisions on
outcomes.
The complaint need not be in writing and may be presented by any
reasonable means, for example letter, telephone,
post on social media site
owned by our organization,
email or in person.
Please ensure you give us full particulars of
your complaint.
If you are not satisfied with the response to your complaint, you
may contact the Australian Financial Complaints
Authority (AFCA) (of which we and BLSSA Pty Ltd
are members) on:
Online:
www.afca.org.au
Email:
info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001
If the complaint is about privacy and you are not satisfied
with the outcome of our investigations, you may
ask the Office of the Australian Information
Commissioner to consider the complaint. The
Information Commissioner can be contacted online at
http://www.oaic.gov.au/privacy/making-a-privacy-complaint
or on 1300 363 992.
AWARENESS
All staff and consultants who deal with (or are likely to
deal with) clients, are aware of the names,
titles and telephone numbers of our and BLSSA
Pty Ltd’s Complaints Officers.
Each staff member and consultant is also instructed in how to
transfer a client who has a complaint to our
Complaints Officer or BLSSA Pty Ltd’s Complaints
Officer; and what client details to record if
the Complaints Officers are for any reason
unavailable (this information will include a
minimum of the name, telephone number, and
description of the product or transaction to
which the complaint relates). We and BLSSA Pty
Ltd do not charge any fee in respect to any
complaint.
TIMELINESS
We will provide a written acknowledgement of receipt of the
complaint to the client
within 24 hours (1 business day) or as soon as practicable
unless the complaint
is otherwise resolved in the meantime.
We will ensure that a final response is given to you as soon
as possible, but within twenty one (21)
or thirty (30) days of
receipt of the complaint.
If we or BLSSA Pty Ltd are unable to deal with the complaint as it
relates to a third party (for example, a
lender), we or BLSSA Pty Ltd may ask you to
contact the relevant third party.
For certain types of complaints, involving “default notices”
or urgent disputes such as “applications for
hardship”, a final response must be provided
within twenty one (21) days.
Final responses to complaints not involving financial hardship
should be received by you within
thirty (30) days.
If we cannot respond to you within relevant timeframes, we
will inform you within thirty (30) days of the
reasons for the delay and of your right to refer
the complaint to the Australian Financial
Complaints Authority (AFCA) or, in the case of
privacy complaints, to the Australian
Information Commissioner.
We will have provided a final response to you if we:
(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
WRITTEN RESPONSE TO A CLIENT
We will give you a written response to your complaint and the
reasons for reaching a particular decision on
the complaint. We will adequately address the
issues that are raised in the complaint.
Where practicable, our response will refer to applicable
provisions in Legislation, Codes, Standards or
Procedures.
We will inform you of the contact particulars of our EDR Scheme
and, for privacy complaints, the Australian
Information Commissioner if you are not
satisfied with the outcome of our investigating
the complaint.
REMEDIES
If we accept the complaint and are of the view that it is
appropriate to offer redress to you, that
redress may be non-financial as well as, or
instead of, financial. If we consider that a
financial remedy is appropriate then we will
provide compensation for any direct loss or
damage caused.
We will, when determining the appropriate remedy, take into
consideration the extent of loss or damage
suffered by you, relevant legal principles, EDR
scheme rules, the MFAA Code of Practice and
other relevant codes of conduct and concepts of
fairness and relevant industry best practice.
DATA COLLECTION
We will keep data concerning the complaint in such form and manner
as we think fit and will enable analysis
according to:
(a) Type of complaint;
(b) Subject of complaint;
(c) Outcome of complaint;
(d) Timeliness of response.
So that we can identify any systematically recurring problems, we
will classify complaints accordingly.
Subject to legal constraints including our privacy
obligations, we will make available data
collected in respect of the complaint upon
request to the EDR Scheme, of which we are a
member, and the Australian Securities and
Investments Commission.
REVIEW
We will review our Internal Dispute Resolution Procedures at
least every three (3) years to ensure that our
complaints systems are operating effectively.
This document was reviewed on
01
October 2021