Complaint Handling Process

Smart Loanz Complaint Handling Process

At Smart Loanz, we prioritise transparency, fairness, and customer satisfaction. We understand that there may be times when our service does not meet your expectations. In such cases, we encourage you to raise your concerns so we can work towards a satisfactory resolution. Below is our detailed complaint handling process.

Step 1: How to Lodge a Complaint

We offer multiple channels for you to submit your complaint:

Email: Send a detailed description of your complaint to info@smartloanz.com.au. Include your full name, contact details, and any relevant documents.

Phone: Call our customer service team at 1800 400 333. Our representatives are available from 9 am – 5 pm.

Mail: You can also mail your complaint to our office at 308 Prospect rd Prospect SA 5082. Please include your contact details and any supporting information.

Acknowledgement: Upon receipt of your complaint, we will acknowledge it within 24 to 48 hours. You will receive a confirmation email or letter with your complaint reference number and details of the next steps.

Step 2: Assessment and Investigation

Complaint Assessment: Once your complaint is received, it will be assigned to a dedicated Complaints Manager. The Complaints Manager will assess your complaint to understand the issues and identify the relevant parties involved.

Thorough Investigation: We take all complaints seriously and will conduct a thorough investigation. This may include:

Reviewing all documentation related to your complaint.

Contacting you for any additional information or clarification.

Consulting with any relevant staff members or third parties involved.

Time frame: We aim to complete the investigation and provide you with a resolution within 30 days of receiving your complaint. If we anticipate a delay, we will inform you in writing and explain the reasons for the delay.

Step 3: Outcome and Resolution

Written Response: Once the investigation is complete, you will receive a detailed written response. This response will include:

The outcome of our investigation.

A clear explanation of the reasons behind our decision.

We will take any actions necessary to resolve your complaint or prevent similar issues in the future.

Proposed Resolution: If your complaint is upheld, we will propose a resolution, which may include:

A formal apology.

A refund or adjustment of fees.

Corrective actions to address the issue.

Escalation Options: If you are not satisfied with our proposed resolution, you can request a review by a senior manager within Smart Loanz. We are committed to resolving your concerns to your satisfaction wherever possible.

Step 4: External Dispute Resolution (EDR)

Referral to AFCA: If we cannot resolve your complaint to your satisfaction, or if more than 30 days have passed since you lodged your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent and free dispute resolution service that provides fair outcomes.

AFCA Contact Details:

Website: www.afca.org.au

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Your Rights: You have the right to take your complaint to AFCA at any time, and we will fully cooperate with AFCA’s investigation.

Step 5: Continuous Improvement and Feedback

Ongoing Review: At Smart Loanz, we believe in continuous improvement. We regularly review our complaint handling process to ensure it remains effective, efficient, and compliant with all regulatory requirements.

Customer Feedback: We value your feedback. If you have any suggestions on how we can improve our services, please let us know.

Compliance and Regulatory Adherence: Our complaint handling process is fully compliant with ASIC’s Regulatory Guides 165 and 271, ensuring that we meet all the necessary regulatory obligations.

Record Keeping

Documentation and Record Maintenance: We maintain comprehensive records of all complaints, including details of the investigation, outcome, and resolution. These records are kept for a minimum of seven years as part of our commitment to transparency and regulatory compliance.

If you have any questions about our complaint handling process or need assistance with lodging a complaint, please do not hesitate to contact us:

Phone: 1800 400 333

Email: info@smartloanz.com.au

Mail: 308 Prospect Rd, Prospect SA 5082

We are here to assist you and ensure that your experience with Smart Loanz is positive and satisfactory.