FiFit’s Complaints & Dispute Resolution Policy
PURPOSE OF THIS POLICY
The FiFit Australia (FiFit) Complaints and Dispute Resolution policy is in place to ensure that FiFit Australia staff and agents who have customer contact are capable of recognising when a borrower is making a complaint and understand how complaints are to be handled and/or referred.
It is the mission of FiFit’s Internal Dispute Resolution (IDR) department to ensure that all borrower disputes are handled adequately internally. Therefore, we request all borrowers to first raise any dispute with the IDR Team. If the IDR team fails to resolve the borrower’s dispute or at the borrower’s request.
NOTE: This policy is an abridged version of the Complaints and Dispute Resolution Policy, specifically produced for the perusal of our clients and their representatives. The information that has been omitted refers to internal FiFit procedures and therefore deemed to be not relevant. We are more than happy to provide the full version of the policy on request.
FiFit believes that the customer’s needs come first. It is expected that all staff act with customer service in mind at all times. Prejudice or discrimination is not acceptable and results in large reprimands as per employee contracts.
Client concerns must be treated with respect and answered to the best of the staff members ability. If a concern cannot be answered, the client must be referred to a manager or the IDR Department.
FiFit has an open door policy. If a client so requests it, the client can speak to any member of the company from staff right through to General Manager. This value is considered core to the business and what sets FiFit apart from other lenders.
This document will be reviewed annually by a responsible manager, executive or 3rd party consultant. The review will ensure continuing compliance with applicable laws, the requirements of any Licence issued to our business and relevant industry standards. The review will also ensure the guidance remains applicable to our business and continues to achieve its purpose.
An Overview of Complaints
WHAT IS A COMPLAINT?
A complaint is any expression of dissatisfaction in relation to a company product or service, where a response or resolution is explicitly or implicitly expected.
Complaints can be made in writing (letter or email) or verbally (telephone or personal representation). Complaints might be made by any person, not necessarily only actual customers of the Company. Complaints must be resolved as expeditiously as possible.
Complainants must be:
- treated with respect and provided with all documentation and evidence in support of their concerns;
- informed of the complaints handling process, including the avenues for further review of decisions such as the EDR scheme; and
- informed of decisions and the reasons for those decisions.
COMPLAINTS HANDLING OFFICER
The complaints handling officer is in charge of the IDR department and is accountable for all disputes handled by the department.
- Email the IDR department at: email@example.com
- Mail the complaint addressed to:
The IDR Department
FiFit Services Australia
Level 15 Corporate Centre One,
2 Corporate Court,
Bundall QLD 4217
- Phone the IDR department on: 07 5644 3590
- Contact directly via the MyWay Portal
If a complainant has chosen to email, fax or write to us with a complaint, the complainant will receive an acknowledgement so that the complainant has confirmation that we have received the complaint.
The IDR department will handle the complaint and will advise if any further information is needed. The IDR department will liaise with managers and staff and if appropriate determine a fair remedy.
Unless there are exceptional circumstances, response to the complaint will be received within 15 working days of receipt of the initial complaint.
If we are unable to resolve the complaint within 15 working days we will:
- Inform the complainant of the reasons for the delay
- Specify a date when a decision can be reasonably expected
COMPLAINT HANDLING PROCEDURE
If a person (not necessarily a customer) contacts our business and expresses dissatisfaction with a product or service and expects a response or resolution, the incident must be recorded as a complaint.
The procedure can be summarised as follows:
|WHO||TASK||TIMING AND COMMENTS|
|The IDR Department||Acknowledge to the complainant that the complaint has been received and when they can expect a response.||Upon receiving complaint.|
|The IDR Department||Liaise with managers and staff and if appropriate determine a fair remedy||Within the time frame quoted to complainant|
|The IDR Department||Offer Remedy to Complainant to settle issue.||Within the time frame quoted to complainant|
|The IDR Department||If issue is settled, file forms and close complaint||If remedy is accepted by complainant|
|The IDR Department||If issue is not settled, revert back to management||If remedy is not accepted by complainant|
Our business will always seek to ensure that remedies are fair. In considering an appropriate remedy, we will have regard to the applicable legal principles, relevant codes of conduct, fairness to the complainant and good practice.
While financial remedies are not normally appropriate or necessary, in the event a financial remedy is deemed necessary, our business will ensure that fair compensation is provided. If any compensation is to be provided it must be approved by the General Manager or an Executive.
EXTERNAL DISPUTE RESOLUTION SCHEME
It is a requirement that all Financial Service Providers (FSP) have a dispute resolution system in place that consists of a complying internal dispute resolution (IDR) process.
To fulfil the purpose of this policy, it is essential that a concise, informative and plain English version of our complaints handling procedure is made available across multiple contact points. At a minimum, this includes:
- all business websites;
- any disclosure documents; and
- other points of customer contact.
Access to our complaints handling procedure and the EDRS is provided free of charge.
Staff must treat all complaints in confidence and only disclose the details of the complaint to those involved in the resolution process.
Complaints and Dispute Resolution Policy Introduction Purpose of this Policy The FiFit Complaints and Dispute Resolution policy is in place to ensure that FiFit staff and agents who have customer contact are capable of recognising when a borrower is making a complaint and understand how complaints are to be handled and/or referred.