Policy & Procedures
Do you have a complaint?
At 360 Finance we do our best to provide you with a high level of service, but sometimes you may feel an issue has not been resolved to your satisfaction. Please see our procedure for complaints that you can use.
WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction made to us, related to our products and/or services, or the complaints handling process itself, where a response or resolution is expected.
TO ASSIST US IN HELPING YOU
Gather all supporting documents about your complaint. Then think about the questions you want answered and decide what you would like us to do.
Next, contact our Dispute Resolution Officer and explain the problem. You can contact us by phone, mail or email. We would prefer your complaint to be submitted in writing so we fully understand your issues. You can complete the form as attached.
We will then review the situation and if possible resolve it straight away. Letting us know about the problem is often all that’s required to resolve most issues.
HOW YOU CAN CONTACT US
You can contact us in writing or by telephone:
- 360 Finance Dispute Resolutions:
- Postal Address: Dispute Resolutions Officer, 360 Finance, PO Box 3632, South Brisbane QLD 4101
- Phone: 1300 361 360 during operating hours
- Email: firstname.lastname@example.org
How long will it take before we get back to you?
Our aim is to resolve your complaint as quickly as possible. We ensure that any complaint is properly considered and responded to swiftly, and in most cases this will be within 21 days. Some matters however, are more complex and can take a little longer to resolve. If that is the case, we’ll keep you informed of our progress.
COMPLAINT RESOLUTION PROCEDURE
The goal of this policy is to achieve an effective resolution of your complaint within a reasonable timeframe, usually 21 days or as soon as practicable. However, in some cases, particularly if the matter is complex, the resolution may take longer.
Once the complaint has been made, we will try to resolve the matter in a number of ways:
Request further information: We may request further information from you. You should be prepared to provide us with as much information as possible, including details of any relevant dates and documentation. This will enable us to investigate the complaint and determine an appropriate solution.
Discuss options: We will discuss options for resolution with you and if you have suggestions about how the matter might be resolved you should raise them.
Investigation: Where necessary, the complaint will be investigated. We will try to do so within a reasonable time frame.
The complaint is substantiated: If your complaint is found to be substantiated, you will be informed of this. We will then take appropriate steps to resolve the complaint, address your concerns and prevent the problem from recurring. If the complaint is not substantiated, or cannot be resolved to your satisfaction – you can refer the matter to an external dispute resolution service.
What if your complaint is still not resolved?
Where we are unable to resolve your complaint or 30 days have elapsed, you may lodge a complaint with the Australian Financial Complaints Authority:
- Online: www.afca.org.au
- Email: email@example.com
- Phone: 1800 931 678 (free call) 1
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires.
If you believe that your privacy has been infringed or a breach of the Australian Privacy Principles has occurred, you are entitled to complain. All complaints should initially be in writing and directed to our Complaints Officer. We will acknowledge your complaint within 7 days. We will provide you with a decision on your complaint within 30 days.
If you believe 360 Finance has not adequately dealt with your complaint and you are not satisfied with CIO, you may also complain to the Officer of the Australian Information Commissioner (OAIC) whose contact details are below.
- Officer of the Australian Information Commissioner:
- Postal Address: GPO Box 5218, Sydney NSW 2001
- Phone: 1300 363 992
- Email: firstname.lastname@example.org
- Web: https://www.oaic.gov.au (You may also lodge a complaint directly with the OAIC on their website.)
We are unable to deal with anonymous complaints. This is because we are unable to investigate and follow-up such matters unless we know your name. In the event however, that an anonymous complaint is received we will note the issues raised and, where necessary, try and resolve them appropriately.