Dispute Resolution Policy

Our Commitment

At Australian Finance & Loans PTY LTD (ACN 696193692), we are committed to providing our customers with professional, responsive, and high-quality service. We recognise that, despite our best efforts, issues may occasionally arise. If you are dissatisfied with any aspect of our service, we encourage you to bring it to our attention so we can resolve it quickly and fairly.

Resolving complaints promptly helps maintain trust and ensures that small issues do not become larger problems.

Step 1: Speak with your contact

In most cases, complaints can be resolved by speaking directly with the person who assisted you. This allows us to address concerns quickly and often results in an amicable solution.

Please explain your issue clearly, including:

  • The nature of the complaint

  • Relevant details and dates

  • Any supporting documentation

  • The outcome or resolution you are seeking

Step 2: Escalate to our Dispute Resolution Officer

If you feel your issue has not been resolved after speaking with your contact, you may escalate the matter to our Dispute Resolution Officer. You can contact us via:

  • Phone: 1300 194 926

  • Email: info@australianfinanceandloans.com.au

  • Post: Australian Finance & Loans Pty Ltd
    level 4 -152 Elizabeth Street, Melbourne, 3000

Upon receipt, we may contact you if further information is required to fully understand the complaint.

Investigating Complaints

Our Dispute Resolution Officer will investigate complaints promptly and fairly, adhering to the following principles:

  • Face-to-face meetings are not required but may assist in reaching a resolution.

  • Both parties are expected to make a genuine effort to resolve the complaint promptly.

  • All essential and relevant information, documents, or statements should be provided as reasonably requested.

  • Both parties should comply with reasonable requests for information within a reasonable timeframe.

We aim to respond within 30 days of receiving your initial complaint.

If we are unable to resolve the complaint within 30 days, we will:

  • Explain the reason for the delay

  • Provide an estimated date when a decision or update can be expected

External Dispute Resolution

If we are unable to reach a satisfactory resolution, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC.

AFCA can provide a free and independent mechanism for resolving complaints.

AFCA Contact Details:

  • Phone: 1800 931 678

  • Email: info@afca.org.au

  • Post:
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001

  • Website:www.afca.org.au

Note: Time limits may apply when submitting complaints to AFCA. You should act promptly or consult the AFCA website for guidance on applicable deadlines.

This policy ensures:

  • Fair and transparent handling of complaints

  • A clear internal escalation process

  • Access to an independent external dispute resolution service if needed