Internal Dispute Resolution (IDR) Process
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
NATIONAL FINANCE CONNECTIONS PTY LTD | ACN 661 296 457 | Australian Credit Licence 543046 (we/us/our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
How you may lodge a complaint:
You can lodge complaints by contacting:
Mr Rob Ryan | Chief Operations Officer
National Finance Connections Pty Ltd
Avaya House, Level 9, 123 Epping Rd
Macquarie Park NSW 2113
T: 02 8985 7358
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
To assist complainants who might need additional assistance to lodge a complaint, we:
Dealing with complaints
Our process for dealing with complaints is as follows:
Acknowledgement: We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
IDR response: We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.
Response timeframes
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply:
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
a) resolved the complaint to your satisfaction; or
b) given you an explanation and/or apology we can take no further action to reasonably address your complaint.
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
a) the complainant requests a written response; or
b) the complaint is about hardship.
Our external dispute resolution scheme – AFCA
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
You can contact the AFCA scheme:
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.