Complaints Policy

This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.

AHC Finance Pty Limited ACN 161 006 846 Australian Credit Licence 448165 (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.  

What is a complaint?

A complaint is any expression of dissactifaction made to or about us related to the products or services, staff, or handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. 

How you may lodge a complaint

You can lodge complaints by contacting Dionne Cardoz, our Complaints Officer, through any of the following channels:

• phoning: 1800 225 462

• emailing: complaints@assetline.com.au; 

• writing to: Complaints, AHC Finance Pty Ltd, Level 24 Westfield Tower 2, 101 Grafton Street, Bondi Junction NSW 2022.

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.

Assistance for Complainants 

We provide support for complainants who might need additional assistance, including vulnerable customers. This includes:

• offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online;

• do not require complaints to be in writing;

• ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages and formats (including large print and audiotape);

• provide training to all staff (not just complaints management staff) to enable staff to be able to identify, support and assist complainants who need additional assistance, including cross-cultural training; and

• allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends.

Dealing with complaints

Our process for dealing with complaints is as follows:

1. Acknowledgement:  We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.

2. Assessment and investigation:  We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.  

3. DR response:  We will provide a written response that sets out the final outcome of your complaint, reasons for our decision, and your right to escalate to AFCA. 

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.

Credit-related complaints involving default notices:  No later than 21 calendar days after receiving the complaint;

Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings:  No later than 21 calendar days after receiving the complaint.  Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

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. 

External dispute resolution scheme – AFCA

If you are not satisfied with our response, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).  You can contact the AFCA scheme:

• by phone on 1800 931 678;

• by email at info@afca.org.au; or 

• in writing to GPO Box 3, Melbourne VIC 3001

• website: www.afca.org.au

The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.