Fix My Credit File Australia Complaints Policy

 

Introduction

 

At Fix My Credit File Australia, we pride ourselves on delivering exceptional service. Understanding that there may be times when our services fall short of expectations, we have established a comprehensive Complaints Policy. This policy is designed to address any issues promptly, efficiently, and in accordance with the latest legislative requirements.

 

Contact Details

 

- Business Name: Fix My Credit File Australia

- Contact Person: Jade Taylor

- Address: 3  Dorall Street, Kippa-Ring, QLD 4021

- Phone: 0418519871

- Email: freedom@fixmycreditfileaustralia.com.au

- Website: https://fixmycreditfileaustralia.com.au/

- Australian Credit Licence: ACL Licence: 538261

- AFCA Member Number: 88964

 

Our Commitment

 

We are dedicated to resolving any complaints quickly and fairly. We commit to:

- Providing an accessible, no-cost complaints handling process.

- Acknowledging complaints promptly and resolving them impartially.

- Keeping complainants informed about the progress of their complaint.

- Seeking a timely resolution to all complaints.

 

Making a Complaint

 

1. Initial Contact: Should our services not meet your expectations, please reach out to Jade Taylor directly via phone, email, or in writing.

  

2. Provide Details: When lodging a complaint, include your name, contact information, a detailed account of your complaint, and any outcomes you wish to achieve.

  

3. Investigation Process: Upon receiving your complaint, we will:

   - Acknowledge your complaint within 2 business days.

   - Undertake a thorough investigation.

   - Keep you updated on the status of your complaint, aiming to resolve all issues within 21 days of receipt.

 

Resolution

 

After investigating your complaint, we will discuss our findings and propose a resolution. If the proposed resolution is acceptable, we will take the necessary actions to finalize the matter.

 

External Dispute Resolution

 

If you are dissatisfied with the resolution of your complaint, or if 45 days have passed without resolution, you have the option to escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution body.

 

Australian Financial Complaints Authority (AFCA)

- Website: www.afca.org.au

- Email: info@afca.org.au

- Phone: 1800 931 678 (free call)

- Postal Address: GPO Box 3, Melbourne, VIC, 3001

 

Privacy Complaints

 

For complaints related to privacy, you may also contact the Office of the Australian Information Commissioner.

 

Office of the Australian Information Commissioner

- Phone: 1300 363 992

- Website: oaic.gov.au

- Postal Address: GPO Box 5218, Sydney NSW 2001

 

Review of Policy

 

This policy is reviewed annually to ensure ongoing compliance with legislation and best practices. This ensures our commitment to addressing and resolving any client complaints effectively and fairly.

 

This policy is operational as of 11th of May 2024