|
|
Compliments and Complaints
At Provident Cashflow Limited we aim to deliver financial solutions that meet your needs and allow you to make the most of your finances. If you would like to pay us a compliment or our service does not meet your expectations we want to know as your feedback helps us improve. You can be assured that your feedback will be acted upon promptly via Provident Cashflow’s Internal Dispute Resolution Process.
Compliments
• Phone our Customer Relations team on 1800 763 012
• If you are overseas, call +61 2 8247 3592
• Or write to us at:
PO Box R207
Royal Exchange
Sydney NSW 1215
Formal Complaints
First point of contact:
Complaints Officer
Steve Sampson, CEO
Tel: 1800 763 012 / +61 2 8247 3510
Second point of contact:
Deputy Complaints Officer
Warren Overton, Operations Accountant
Tel: 1800 763 012 / +61 2 8247 3592
The Complaints Officers are senior personnel in our organisation. They have the necessary experience and authority to handle your complaint and can make relevant decisions on outcomes.
The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person. You can also contact us at:
Mail: PO Box R207, Royal Exchange, Sydney NSW 1215
Fax: 1800 763 013 / +61 2 8247 3593
E-mail: complaints@providentcashflow.com.au
Awareness
We ensure that at all times our staff who deal with (or are likely to deal with) customers, are aware of the name, title and telephone number of the Complaints Officer and Deputy Complaints Officer.
Each staff member or Consultant is also instructed on how to transfer a customer who has a complaint to our Complaints Officer or Deputy Complaints Officer. Should either of these Officers be unavailable for any reason the customers details will be recorded (this information will include a minimum of the name, telephone number and description of the product or transaction to which the customers' complaint relates).
Investigating a Customer's Complaint
A customer's complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer should they in any way be involved in the subject matter of the complaint.
Timeliness
We will promptly acknowledge the receipt of your complaint in writing within seven (7) days, unless the complaint is otherwise resolved in the meantime.
We will also ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint.
If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.
We will have substantially responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer redress; or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
Written Response to a Customer
We will adequately address the issues that are raised in your complaint. We will give you a written response to your complaint and provide the reason for reaching a particular decision on the matter.
Where practicable, our response will refer to applicable provisions in legislation, codes, standards or procedures.
Remedies
If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.
We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles.
Data Collection
We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complaint;
(b) Subject of complaint;
(c) Outcome of complaint; and
(d) Timeliness of response.
Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.
Review
We review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively.
|
|