Complaints Handling Policy
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service
is provided to you free of charge.
NATIONAL FINANCE CONNECTIONS PTY LTD | ACN 661 296 457 | Australian Credit Licence 543046
(we/us/our) believes that it is essential for us to have the ability, authority and proper training to
hear and respond appropriately to any complaints or disputes raised by our customers
You can lodge complaints or make compliments by contacting:
Complaints Officer
Viking Asset Aggregation Pty Ltd
Suite 3.01, Level 3, 12 Waterloo Road
Macquarie Park NSW 2113
T: 1800 861 004
E: complimentsandcomplaints@vikingaggregation.com.au
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.
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 staff to be able
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.
Credit information is personal information that relates to credit that a person has applied for or has been provided. The credit information that we will collect from you may include your records of credit that you have applied for (including the name of the credit provider, the type of credit and the amount of credit), default information or any other information that has a bearing on your credit worthiness used to determine your eligibility for credit. Credit information also includes credit reporting information supplied to us by a credit reporting body and any information that we derive from it.
Our process for dealing with complaints is as follows:
Acknowledgement: We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
IDR response: We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, 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 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.
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
You can contact the AFCA scheme:
- by phone on 1800 931 678;
- by email at info@afca.org.au; or
- in writing to GPO Box 3, Melbourne VIC 3001.
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.