Pty Ltd (ACN: 127 711 146)
AFS Mortgages Pty Ltd (ACN: 124 711 146) t/as Absolute
Financial Services is committed to client service and
What if I have a complaint?
In the event that you are unhappy regarding any part
of our service, Absolute Financial Services has developed
an internal dispute resolution procedure to assist you
to resolve a complaint or dispute about our services.
Our internal dispute resolution process provides that
your complaint will be handled efficiently, honestly
Our internal dispute resolution procedures are free
We are authorised as a credit representative (Credit
Representative number 399708) 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.
We are also a member of an independent approved external
dispute resolution scheme, called Credit Ombudsman Service
How to make a complaint
In the first instance, please contact Garry Coxon of
Absolute Financial Services to submit your complaint.
Garry’s contact details are:
Name: Garry Coxon
Position: Complaints Officer at Absolute Financial Services
Address: 15 Burwood Highway, Burwood VIC 3125
Phone: (03) 9888 9292 or 0411 256 562
Fax: (03) 9888 9595
We would like to be the first to know if you are not
happy with our services. You can contact us verbally
or in writing. Garry may request you to provide certain
documents and other information to fully understand
your complaint and the remedy you are seeking.
Absolute Financial Services Response
(a) confirm receipt of your complaint within 5 days;
(b) endeavour to resolve your complaint within 21 days.
If your complaint is complex, we will endeavour to resolve
it within 45 days.
If resolution of your complaint is not likely within
these timeframes, we will keep you informed at regular
intervals about the progress of our investigations and
If your complaint is not satisfactorily resolved by
Absolute Financial Services within a reasonable period
of time, you can escalate your complaint to the Advice
Complaint Manager at BLSSA Pty Ltd:
Name: Shannon Berk or Ingrid Gyles
Position: Complaints Officers
Address: PO Box 626, Collins Street West, Melbourne
Phone: 1800 014 375
Fax: (03) 7616 1918
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 the relevant decisions on outcomes.
The complaint need not be in writing and may be presented
by any reasonable means, for example letter, telephone,
email or in person.
What if I am still not satisfied?
If you are still not satisfied with the outcome, you
have the option at any time to contact the Credit Ombudsman
Service Ltd (of which we and BLSSA Pty Ltd are members)
Name: Credit Ombudsman Service Limited
Address: Level 7, 287 Elizabeth Street, Sydney NSW 2000
Freecall: 1800 138 422
Phone: (02) 9273 8400
Fax: (02) 9273 8440
All staff and consultants who deal with (or are likely
to deal with) clients, are aware of the names, titles
and telephone numbers of our and BLSSA Pty Ltd’s
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 charge any fee in respect to any complaint.
We will provide a written acknowledgement of receipt
of the complaint to the complainant within five business
days, unless the complaint is otherwise resolved in
We will ensure that a final response is given to the
complaint as soon as possible, but within twenty one
(21) or forty five (45) days of receipt of the complaint.
If we cannot respond to the complaint 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.
We will have provided a final response to the complaint
(a) Accept the complaint and, if appropriate, offer
(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 and 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.
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.
We will keep data concerning the complaint in such
form and manner as we think fit and will enable analysis
(a) Type of complaint
(b) Subject of complaint
(c) Outcome of complaint
(d) Timeliness of response
So that we can identify any systematically recurring
problems, we will as far as is practicable and relevant,
classify complaints according to the particular provision
of any legislation, the Regulatory Guide or relevant
EDR scheme rules alleged by the complainant to have
Subject to legal constraints including constraints
as to privacy, we will make available data collected
in respect of the complaint to our EDR and the Australian
Securities and Investments Commission.
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 25 April 2012