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Complaints Policy
Whilst we take client complaints very seriously, we cannot address them unless we know about them. For your convenience, you can lodge a complaint with us by email, phone, SMS, Jacaranda Finance’s direct social media or through our website at any time.
We will confirm receipt of your complaint within 24 hours (one business day or as soon as practicable) of receiving it. Generally, we will be in a position to deal with the matter immediately. If we are unable to do so immediately, the matter will be referred to a more senior person. It is our intention to deal with all matters of complaint as quickly and as efficiently as possible.
Complete Complaint Documentation
When a complaint is received, the details will be recorded in our Complaints Register. You may make a complaint with Jacaranda Finance via phone, email, SMS or Jacaranda Finance's direct social media. You may also complete the complaint form on our website above. If we do not have enough information, we will request it from you.
Notification
We will notify you in writing to confirm receipt of your complaint within 24 hours (one business day or as soon as practicable) of receiving it. We will also notify you of the procedures we will undertake as a result of your complaint. If we are able to resolve your complaint within five business days, we will notify you of the resolution via the method which you made the complaint if possible. Otherwise, we will provide you with a response to your complaint in writing via email.
Investigation
Your complaint will be investigated. All Jacaranda Finance Operators are trained to handle and resolve complaints. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:
Name: Complaints Officer
Email: complaints@jacarandafinance.com.au
Phone: 07 2101 4030
Outcome
Jacaranda Finance will provide an outcome within 21 days of receiving your complaint. If the complaint cannot be resolved or addressed within the 21 day time frame, we will provide you notification in writing the reason for the delay and attempt to resolve the complaint as soon as practicable.
Referral to our External Dispute Resolution Scheme
If you are not satisfied with the resolution proposed by us, you can take the matter further.
If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of the Australian Financial Complaints Authority (“AFCA”), the contact details for AFCA are as follows:
Australian Financial Complaints Authority
Phone: 1800 931 678
Email: info@afca.org.au
Hours: 9:00am–5:00pm AEST/AEDT weekdays
If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.
The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:
Privacy Commissioner
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001
E-Mail: enquiries@oaic.gov.au
Website: www.privacy.gov.au
Except for the provision of documents where you request them from us, there is no charge to you for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.
