Complaint Resolution

About this policy

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

QED Credit Services Pty Ltd (ACN 147 272 295, Australian Credit Licence 387856) (referred to as ‘we’, ‘us’ and ‘our’) believes it is essential to have the ability, authority, and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.

How to lodge a complaint

You can lodge a complaint 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.

Help with lodging your complaint

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, including this policy, is available in a range of languages and formats (including large print and audiotape);
• provide training to all staff (not just complaints-management 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.

How we deal with complaints

Response timeframes

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. For some specific types of credit-related complaints, the following response timeframes apply:

• 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. Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:

• resolved the complaint to your satisfaction; or
• given you an explanation and/or apology, and we can take no further action to reasonably address your complaint.

However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:

• the complainant requests a written response; or
• the complaint is about hardship.

External dispute resolution: 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.