Internal Dispute Resolution Procedures
We aim to provide the very best service for our clients. In the event that you are unhappy regarding any part of our service, our internal dispute resolution process provides that your complaint will be handled efficiently, honestly and fairly.
Gracie Trelease is authorised as a credit representative (Credit Representative Number 487244) to engage in credit activities on behalf of BLSSA Pty Ltd (Australian Credit Licence number 391237) who may assist us in the investigation and resolution of your complaint. Should you have a complaint about our services, please contact:
Premium Finance Solutions Complaints Officer
Gracie Trelease
Director
PO Box 3670, Norwood SA 5067
PHONE: 0412 606 374
FAX: N/A
EMAIL: gracie@premiumfinancesolutions.com.au
BLSSA Pty Ltd Advice Complaints
BLSSA Pty Ltd
Complaints officers
PO Box 626, Collins Street West VIC 8007
PHONE: 03 8616 1443F
FAX: 03 8616 1918
EMAIL: resolutions@BLSSA.com.au
The Complaints Officers are senior personnel in our organisation and in BLSSA Pty Ltd and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.
The complaint need not be in writing and may be presented by any reasonable means, for
If you are not satisfied with the response to your complaint, you may contact the Australian Financial Complaints Authority (AFCA) (of which we and BLSSA Pty Ltd are members) on:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001
If the complaint is about privacy and you are not satisfied with the outcome of our investigations, you may ask the Office of the Australian Information Commissioner to consider the complaint. The Information Commissioner can be contacted online at http://www.oaic.gov.au/privacy/making-aprivacy-complaint or on 1300 363 992.
If the complaint is about privacy and the complainant is not satisfied with the outcome of our investigations, the complainant may ask the Office of the Australia Information Commissioner to consider the complaint.
The Information Commissioner can be contacted online at:
or on 1300 363 992.
AWARENESS
All staff and consultants who deal with (or are likely to deal with)
Each staff member and consultant is also instructed in how to transfer a client who has a complaint to our Complaints Officer or BLSSA Pty Ltd’s Complaints Officer; and what client details to record if the Complaints Officers are for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the client’s complaint relates). We and BLSSA Pty Ltd do not
TIMELINESS
We will provide a written acknowledgement of receipt of the complaint to the complainant within five business
We will ensure that a final response is given to the complainant as soon as
For certain types of complaints, involving “default notices” or urgent disputes such as “applications for hardship”, a final response must be provided within
For privacy complaints, we are required to give you a final response within thirty (30) days.
If we cannot respond to the complainant within relevant timeframes, we will inform the complainant of the reasons for the delay and of their right to refer the complaint to the Credit Ombudsman Service or, in the case of privacy complaints, to the Australia Information Commissioner.
We will have provided a final response to the complainant if we:
(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
WRITTEN RESPONSE TO A CLIENT
We will give the complainant a written response to their complaint and the reasons for reaching a particular decision on the complaint. We will adequately address the issues that are raised in the complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
We will inform the complainant of the contact particulars of our EDR Scheme and, for privacy
complaints, the Australia Information Commissioner if the complainant is not satisfied with
the outcome of our investigating the complaint.
REMEDIES
If we accept the complaint and are of the view that it is appropriate to offer redress to the complainant, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.
We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by the complainant, relevant legal principles, EDR scheme rules, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
DATA COLLECTION
We will keep data concerning the complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complaint;
(b)
(c)
(d) Timeliness of response.
So that we can identify any systematically recurring problems, we will classify complaints accordingly.
Subject to legal constraints including our privacy obligations, we will make available data collected in respect of the complaint upon request to the EDR Scheme, of which we are a member, and the Australian Securities and Investments Commission.
REVIEW
We will review our Internal Dispute Resolution Procedures at least every three (3) years to ensure that our complaints systems are operating effectively. This document was reviewed on 4th June 2015.