Complaints Policy

1. Introduction

At Freedom Credit, we are committed to providing our customers with the highest quality of service. We acknowledge that sometimes we may not meet your expectations, and we value your feedback as an opportunity to improve our services. This Complaints Policy outlines how you can lodge a complaint and how we will handle it in accordance with applicable laws and regulations, including the National Consumer Credit Protection Act 2009 and relevant NSW legislation.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about our products, services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.

3. Our Commitment

We are committed to:

  • Recognizing your right to complain
  • Making it easy for you to lodge a complaint
  • Resolving complaints promptly and fairly
  • Keeping you informed of the progress of your complaint
  • Providing a complaint resolution process that is free of charge
  • Maintaining your privacy and confidentiality
  • Recording complaints to identify recurring issues and improve our services
  • Complying with all relevant regulatory and legal requirements

4. How to Lodge a Complaint

You can lodge a complaint with us through any of the following channels:

By Phone:

1300 930 070

Monday to Friday, 9:00 AM to 5:00 PM AEST

By Email:

complaints@freedomcredit.com.au

By Mail:

Complaints Officer

Freedom Credit

Sydney, NSW, Australia

In Person:

At any of our branch locations during business hours

To help us resolve your complaint efficiently, please provide:

  • Your name and contact details
  • Your account number (if applicable)
  • A detailed description of your complaint
  • Any relevant documentation or information
  • How you would like your complaint to be resolved

5. Complaint Handling Process

Our complaint handling process consists of the following stages:

5.1 Acknowledgment

We will acknowledge receipt of your complaint within 24 hours (or one business day) of receiving it, either verbally or in writing.

5.2 Assessment and Investigation

We will assess your complaint and investigate the issues raised. This may involve:

  • Reviewing your account and transaction history
  • Examining relevant documentation
  • Consulting with staff members involved
  • Reviewing our policies and procedures

5.3 Resolution

We aim to resolve complaints as quickly as possible. We will provide you with a response within the following timeframes:

  • Standard complaints: within 30 calendar days of receiving your complaint
  • Credit-related complaints: within 21 calendar days of receiving your complaint
  • Hardship notices or requests to postpone enforcement proceedings: within 21 calendar days of receiving your request

5.4 Response

Our response to your complaint will:

  • Address each issue raised in your complaint
  • Provide clear reasons for our decision
  • Include information about escalation options if you are not satisfied with our response

5.5 Delay

If we cannot resolve your complaint within the expected timeframes, we will:

  • Inform you of the delay
  • Explain the reasons for the delay
  • Provide you with a new estimated timeframe for resolution
  • Inform you of your right to complain to the Australian Financial Complaints Authority (AFCA)

6. External Dispute Resolution

If you are not satisfied with our response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for financial complaints.

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

You can also contact the following regulatory bodies:

Australian Securities and Investments Commission (ASIC)

Website: www.asic.gov.au

Phone: 1300 300 630

Office of the Australian Information Commissioner (OAIC)

For privacy-related complaints

Website: www.oaic.gov.au

Phone: 1300 363 992

7. Special Assistance

We are committed to ensuring our complaints process is accessible to all customers. If you require special assistance to lodge a complaint, please let us know. We can provide:

  • Interpreter services for customers from non-English speaking backgrounds
  • TTY (teletypewriter) services for customers with hearing or speech impairments
  • Assistance for customers with disabilities or special needs
  • Support for customers experiencing financial hardship

8. Continuous Improvement

We regularly analyze complaint data to identify systemic issues and improvement opportunities. This helps us enhance our products, services, and complaint handling processes.

9. Privacy

We will handle your personal information in accordance with our Privacy Policy and applicable privacy laws. Information collected during the complaint handling process will only be used for the purpose of addressing your complaint and improving our services.

10. Contact Us

If you have any questions about this Complaints Policy, please contact us at:

Email: tin@freedomcredit.com.au

Phone: 1300 930 070

Last Updated: 23 April 2025