Dispute process

Capita Finance Solutions Pty Ltd dispute resolution procedures

We aim to provide the very best service for our clients. In the event that you are unhappy regarding any part of our service, our internal dispute resolution process provides that your complaint will be handled efficiently, honestly and fairly.

Capita Finance Solutions Pty Ltd is authorised as a credit representative (Credit Representative Number 454089) to engage in credit activities on behalf of Australian Finance Group Ltd (‘AFG’) (Australian Credit License number 389087) who may assist us in the investigation and resolution of your complaint.

Should you have a complaint about our services, you may tell us by:

  • Talking to Australian Finance Group Complaints Manager on 08 94207888
  • Emailing compliance@afgonline.com.au
  • Sending a letter to P.O. Box 710,West Perth WA 6872

The Complaints Officers are senior personnel and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.

Awareness

All staff and consultants who deal with (or are likely to deal with) clients, are aware of the names, titles and telephone numbers of our Complaints Officer.

Each staff member and consultant is also instructed on how to transfer a client who has a complaint to our Complaints Officer or AFG Ltd’s Complaints Officer; and what client details to record if the Complaints Officers are for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the client’s complaint relates). We and AFG do not charge any fee in respect to any complaint.

Investigating a client’s complaint

A client’s complaint will not be investigated by our Complaints Officer if they are in any way involved in the subject matter of the complaint.

Timeliness

On receipt of your concern or complaint our staff will discuss the issue with you and as required, will complete an investigation to resolve the issue, This will be done as possible following receipt of your advice within 5 days.

Where necessary we may ask you to provide other relevant or supporting information to help us resolve the concern or complaint. Relevant information being any information without which it is reasonable to conclude that a decision regarding the concern or complaint cannot be made.

In some cases, more than 21 days will be required to make a determination, the complaints manager will contact you to advise you of the extra time needed to complete the investigation and to provide you with a written response.

Unless there are exceptional circumstances we will in most instances complete the investigation within 45 days of receipt of the initial concern or complaint

If we are unable to resolve the complaint within 45 days we will:

  • Inform you in writing of the reasons for the delay
  • Provide you with monthly updates in writing on progress of the complaint
  • Specify a date in writing when a decision can be reasonably expected

We would expect that in most cased the above process (our IDRS) would deal with the matter fully and to your satisfaction.

External Dispute Resolution Scheme

In circumstances where the complaint has been fully considered under the Internal Dispute Resolution Scheme without success i.e.: not resolved to your satisfaction, you have the option of having the complaint head by the External Dispute Resolution Scheme – Australian Financial Complaints Authority (AFCA).

AFCA is an independent scheme that will review your complaint and with due consideration of the complaint and all related issues, for example any relevant laws, will make a determination. AFCA has the authority to resolve the complaint and as such we will be bound by whatever AFCA decides. Again, if you decide to utilise AFCA you can do so free of charge.

To Contact the Australian Financial Complaint Authority, please write to the scheme as follows: Australian Financial Complaints Authority

Telephone: 1800 931 678 (free call)
Website: www.afca.org.au
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority
GPO Box A 3
Melbourne, VIC, 3001