We are committed to meeting if not exceeding our clients’ expectations whenever possible. As much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled quickly and directly. Clients who take the time to complain may well still have confidence in us and want to continue dealing with us.
Complaints are not just a nuisance or a cost, they are an opportunity to obtain feedback from clients about their product or service experience. We use them as a way to assist us to rapidly and inexpensively change products, service style and market focus to meet clients’ needs, maintain clients’ confidence and continuously improve service and relationships with our clients.
Complaints are, in fact, a valuable and important part of ongoing business relationships. They provide a flag to potential problems and difficulties, and a repetition of complaints can indicate a recurring systemic problem that needs immediate attention. They enable us to provide solutions to problems, rather than have remedies imposed by an external body.
The prompt resolution of complaints is a good indicator of whether, generally, we are consistent and presenting the best possible image to clients and prospective clients. It enables us to prevent disputes from becoming entrenched.
All staff and credit representatives must comply with our internal dispute resolution procedures.
We do not charge a fee to consumers who make a complaint.
Our Complaints Contact Person is Olga Juliana Ardila Ospina.
Our Complaints Contact Person is responsible for:
• Dealing with and attempting to resolve all client complaints which cannot be resolved by the providing clarification or information;
• Advising clients of their rights to lodge complaints with our external dispute resolution scheme;
• Managing all disputes with clients;
• Liaising with our external dispute resolution scheme; and
• Dealing with the MFAA and the MFAA Disciplinary Tribunal as necessary.
We provide the following information about our internal and external dispute resolution procedures:
• We display our external dispute resolution scheme below
• We publish the name and contact details of our Complaints Contact Person below and a guide to our Internal Dispute Resolution Procedure on our website; and
• We give a guide to our Internal Dispute Resolution Procedure to any consumer who asks for it or when they want to make a complaint of dispute.
Dispute resolution and complaints process
Whilst we always strive to provide the best possible service, we understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns.
Internal Dispute Resolution
If you do have a complaint, please contact the Olga Juliana Ardila Ospina on 0420465576 or juliana@pranacreditslolutions.com.au, or Connective offices on 1300 656 639 or compliance@connective.com.au. If you choose to contact us by email, please make sure you include as much information as you can.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly.
External Dispute Resolution
If you are not satisfied with how we have handled your complaint, you may make a formal complaint to our External Dispute Resolution Scheme Provider. The details of our EDR Scheme membership are set out below External Dispute Resolutions Scheme (EDR) Name: Credit and Investments Ombudsmen (CIO)
EDR Membership No M0026379
Things you should know
We don’t make any promises about the value of any property you finance with us or its future prospects. You should always rely on your own enquiries.
We don’t provide legal or financial advice. It is important you understand your legal obligations under the loan, and the financial consequences. If you have any doubts, you should obtain independent legal and financial advice before you enter any loan contract.
