Complaints and Compliments

Internal Dispute Resolution (IDR) Process

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

NATIONAL FINANCE CONNECTIONS PTY LTD | ACN 661 296 457 | Australian credit licence 543046 (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.

How you may lodge a complaint or make a compliment

You can lodge complaints or make compliments by contacting:

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.

To assist complainants who might need additional assistance to lodge a complaint, we:

• 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 is available in a range of languages and formats (including large print and audiotape);
• provide training to all staff to enable them 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:

• Acknowledgement: We will acknowledge receipt of your complaint promptly — that is, within one business day of receiving it, or as soon as practicable.
• Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
• IDR response: We will provide a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response.

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:

• 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.

Our external dispute resolution scheme – AFCA

If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

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