What is AFCA?
AFCA's role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. They are impartial and independent. They do not act for either party to advocate their position. If a complaint does not resolve between the parties, we will decide an appropriate outcome.
Decisions they make can be binding on the financial firm involved in a complaint. They can award compensation for losses suffered because of a financial firm’s error or inappropriate conduct. There are other remedies they can also provide for superannuation complaints. They do not, however, award compensation to punish financial firms or impose fines.
AFCA is not a government department or agency, and they are not a regulator of the financial services industry. They are a not-for-profit company, limited by guarantee that is governed by a Board of Directors, which includes equal numbers of industry and consumer representatives. AFCA’s Chief Ombudsman is responsible for the management of the organisation.
How does AFCA relate to us, QuickSelect?
QuickSelect is a participating member (42963) of AFCA. As a member of AFCA, QuickSelect must provide consumers with:
the name and contact details of the Complaint Contact Person
a copy of the Internal Dispute Resolution Procedures upon request
a response to a complaint within 45 days of lodging it
How does AFCA relate to you, our customers?
If you have a complaint or concern you should first contact QuickSelect on 1300 874 871. In most situations the Service Consultant will be able to resolve the matter at that time. If we are unable to resolve the matter at that time, we will follow up with the appropriate area and keep you advised of the progress whilst the matter is being investigated.
QuickSelect Internal Dispute Resolution Process
At QuickSelect we aim to provide the best service for our customers.
In the event that you are unhappy with any part of our service, we have an Internal Dispute Resolution process in place to assist in solving your complaint. In conjunction with this scheme, AWF is a member of the Credit Ombudsman Service Limited.
FIRST CONTACT FOR COMPLAINT
Complaint Contact Person (CCP)
Declan Murphy – Tel 1300 874 871 email: email@example.com
The complaints persons are senior personnel in our organisation and have the authority to deal with your complaint and negotiate relevant decisions to produce an outcome.
The complaint may be presented to us by either letter, telephone, email or in person.
YOU CAN ALSO CONTACT US ON/AT:
Contact by mail: QuickSelect
Level 9, 275 Alfred Street, North Sydney Sydney NSW 2073
Phone: 1300 874 871
If you are not satisfied with the outcome of the Internal Dispute Resolution Process, you have the option of contacting the Credit Ombudsman Service Limited on:
Phone: 1800 931 678
QuickSelect ensures that all staff who deal with customers are aware of the staff responsible for Internal Disputes Resolution. Each staff member is aware of what customer details to record if the Complaints Contact Person or Deputy is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the customer’s complaint). QuickSelect does not charge any fee in respect to any complaint made by a customer.
A customer’s complaint will not be investigated by the Complaints Contact Person or Deputy if either is involved in the subject of the complaint.
We undertake to provide a written response to your complaint promptly (within 45 days) unless the complaint is resolved in the meantime. If we are unable to respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.
We will be deemed to have responded to your complaint if we:
(a) Accept the complaint and, offer redress (if appropriate); or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
QuickSelect will give you written reasons for reaching the decision on your complaint and we will address the issues that are raised in your complaint. If appropriate, our response will refer to applicable Legislation, Codes or Procedures.
When considering the appropriate resolution, QuickSelect will take into consideration the extent of loss or damage suffered by you, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.
QuickSelect will store data concerning your complaint in such form and manner as we think fit but will always be conscience of Privacy Laws.
In order to identify any systematically recurring problems, QuickSelect will classify complaints according to the particular provisions of the MFAA Code of Practice alleged by you to have been breached.
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, Australian Financial Complaints Authority, the MFAA Investigating Officer, or any other Statutory Authority.
QuickSelect will regularly review our Internal Dispute Resolution Procedures as required to ensure that our complaints system is operating effectively. This document was reviewed on 3rd March 2015.
If you are still unhappy with our response you can contact AFCA, an external dispute resolution service covering customers of QuickSelect including:
a borrower or prospective borrower
a loan guarantor or prospective guarantor
those who have sought services of QuickSelect in the course of their business
How can I contact AFCA?
If you have an enquiry or complaint, or would simply like more information about AFCA you can visit their website https://www.afca.org.au. Alternatively AFCA can be contacted on 1800 931 678 or via post at Australian Financial Complaints Authority Limited, GPO Box 3 ,Melbourne, VIC 3001