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Legal

Dispute Resolution

Our commitment to resolving any concerns or complaints quickly, fairly and efficiently.

Summary of policy

Our business is committed to excellent customer service and the resolution of any concerns or complaints quickly, fairly and efficiently. To ensure our scheme is compliant with ASIC requirements we use an Internal Dispute Resolution (IDR) process that has been vetted by relevant industry bodies (FBAA, MFAA & CAFBA).

  • We welcome complaints as a positive means of reviewing and improving our customer services. All complainants will be treated with respect, courtesy and consideration.
  • Our internal dispute resolution scheme is open to anyone who deals with us — customers, dealers, lenders, other brokers, contractors or any other person.
  • The Responsible Manager will manage complaints.
  • We are a member of the Australian Financial Complaints Authority (AFCA) Member #34658 External Dispute Resolution (EDR) Scheme, as approved by ASIC.

Compliments & Complaints

At Equipfin NSW Pty Limited we always work hard to build strong, lasting relationships with our valued customers. By listening to your feedback, we can address any immediate concerns and continually improve our products and services.

How to lodge a complaint

You can contact us by whichever of the following means best suits you:

  • By telephone on (02) 9925 3900
  • By email at [email protected]
  • By post to: Customer Service Team, PO Box 6367, North Sydney NSW 2059

How long will it take?

We will try to deal with your complaint on the spot or within days. If this isn’t possible we will write to you to acknowledge your complaint within 5 days. We will work to resolve your complaint as soon as possible. In the rare event we are still investigating after 45 days we will write to you to explain why and let you know when we expect to have completed our investigation.

If you’re unhappy with the resolution

If your concerns remain unresolved, or you have not heard from us within 45 days, you can have your complaint heard by an external independent party, the Australian Financial Complaints Authority (AFCA).

AFCA
Member #34658
Phone: 1800 931 678
Web: www.afca.org.au
Email: [email protected]
Mail: GPO Box 3, Melbourne VIC 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.