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Complaints Handling Procedure
  1. If you have a complaint, let us know first!
  2. We can't fix it, if we don't know about it
  3. We take all complaints seriously!
  4. P. 03 9368 3248
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Our Complaints Policy



OUR COMPLAINTS HANDLING POLICY
Auto Link Finance Pty Ltd
Australian Credit Licence: 391820


1. PURPOSE

"Auto Link Finance Pty Ltd" is committed to providing high quality products and services and a superior level of client service and support.The National Consumer Credit Protection Act (the "Act") requires Auto Link Finance Pty Ltd to implement specific internal and external dispute resolution procedures.This policy details internal procedures for responding to and resolving client complaints to ensure that the process is conducted in an efficient and effective manner and in compliance with the Act.
The aim is for Auto Link Finance Pty Ltd to build on and strengthen relationships with clients, even in the event of dispute. Effectively resolving a dispute has been proven to strengthen a client relationship.It is important that Auto Link Finance Pty Ltd’s dispute resolution procedures are communicated to clients. So, all clients should be given (or directed to) a copy of Auto Link Finance Pty Ltd's Internal Dispute Resolution brochure.

pdf Internal Dispute Resolution brochure (77 KB)

2. GUIDING PRINCIPLES

Auto Link Finance Pty Ltd will implement its internal complaints handling procedures in accordance with the following guiding principles:
(a) Visibility. Auto Link Finance Pty Ltd will make information known to clients about how and where they can raise concerns or complain.
(b) Accessibility. Auto Link Finance Pty Ltd’s complaints handling process will be easily accessible to all complainants.
(c) Responsiveness. Auto Link Finance Pty Ltd will acknowledge receipt of a complaint, and when doing so, treat complainants courteously.
(d) Objectivity. Each complaint will be addressed in a fair and unbiased manner.
(e) Cost. Auto Link Finance Pty Ltd’s complaints handling process will be available to complainants free of charge.
(f) Confidentiality. The personal information of a complainant will only be used for the purposes of addressing the complaint.
(g) Client focus. Auto Link Finance Pty Ltd will be open to feedback, including complaints, and will show commitment to resolving complaints by its actions.
(h) Accountability. Auto Link Finance Pty Ltd will ensure that accountability for, and reporting on, the actions and decisions of Auto Link Finance Pty Ltd with respect to complaints is clearly established.
(i) Continual improvement. Auto Link Finance Pty Ltd will ensure the continual improvement of its complaint handling processes and the quality of its services through reviewing complaints and addressing any systematic or procedural causes.

3. WHAT IF I HAVE A COMPLAINT?

Auto Link Finance Pty Ltd has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.
We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd

4. HOW TO MAKE A COMPLAINT

In the first instance, please contact Vince Provenzano to submit your complaint. 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. Vince may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

5. AUTO LINK FINANCE'S RESPONSE

We will:
(a) Confirm receipt of your complaint within 3 days; and
(b) Endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 14 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 response.
Straightforward misunderstandings or simple complaints / disputes should take no longer than 7 days to resolve completely.
If the complaint / dispute is more complex, you should aim to resolve it within 14 days.
If any further time is required to resolve the complaint, the client should be contacted and advised accordingly before the end of any stated timeframe.

5. EXTERNAL DISPUTE RESOLUTION SCHEMES

Auto Link Finance Pty Ltd is currently a member of COSL

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 on 1800 138 422 or visit www.csol.com.au

6. QUESTIONS? COMMENTS?

For further information on Auto Link Finance Pty Ltd’s internal complaints handling policies and procedures, please contact management on 1300 982 279.