We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
COMPLIMENTS
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service, please let us know using the details below, so that we can further encourage them via this feedback process.
CONCERNS
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint or concerns.
NEED AN UPDATE ON YOUR COMPLAINT?
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
RESOLUTION
We will try to deal with your complaint on the spot. However, if this is not possible, we will provide the details of your complaint to our Licensee, Connective Credit Services who will write to acknowledge your complaint within 5 business days.
TAKING IT FURTHER
If you have not heard from my licensee within 5 business days, or if you wish to contact them directly you can contact my licensee using the details below:
Connective Credit Services
Attention : Compliance and Complaints Handling Officer
Level 20/ 567 Collins Street, Melbourne VIC 3000
1300 656 637
Our licensee will write to you to acknowledge your complaint on receipt. They ensure you are treated fairly and will work to resolve your complaint as soon as possible. In the rare event we are they investigating your complaint after 45 days, they will write to you to explain why and to let you know when they expect to have completed their investigation.
When they have completed our investigation we will write to let you know the outcome and the reasons for our decision.
We hope that you will be satisfied with how your complaint is managed. However, if your concerns remain unresolved, or you have not heard from our licensee within 45 days, then you can have your complaint heard by an independent party. You can lodge your complaint with the:
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority