Customer Dispute Resolution Process / Procedures

Receiving complaints

Complaints can be lodged by contacting Luc McKell (Director) by:

·        telephoning - 1300 273 738

·        e-mailing - info@revas.com.au              

·        writing to – P.O. Box 117, Sandringham, VIC, 3191

We adopt the definition of ‘complaint’ in AS ISO 10002-2006, namely ‘an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’.  This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.

Any complaint which is resolved to the customer’s satisfaction by the end of the next business day (starting from when the complaint was received) will not require the full IDR process to be applied.  There is no need to capture and record the complaint or respond as set out below. 

Investigating complaints

We will review the complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.

Responding to complaints within appropriate time limits and referring unresolved complaints to Revas Financial Service EDR scheme

We will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:

·        the final outcome of the dispute at IDR

·        the right to take their dispute to EDR (no matter what the result of the investigation was at IDR)

·        the name and contact details of your EDR scheme.

If I am unable to give a final response within the specified period, I will, before the end of the period:

·        inform the complainant of the reasons for the delay

·        advise the complainant of their right to complain to EDR

·        provide the complainant with the name and contact details of our EDR scheme.  

Recording information about complaints and identifying and recording systemic issues

I will record complaint information in the following spreadsheet.

If the complaint discloses a systemic issue, we will take immediate steps to ensure the issue is addressed. 

The types of remedies available for resolving complaints or disputes

If a complaint is justified, we will recommend a solution comprising one or more of the following:

·        an apology

·        compensation

·        vary contractual obligations

·        a free service.

Internal structures and reporting requirements

We will do our best to consider complaints fairly and equally.  If we are unable to do so we will consider seeking outside assistance to resolve the dispute.  We will review these procedures at least annually.

Guiding Principles 

·        Visibility – We will take reasonable steps to ensure customers know about the existence of our IDR procedures and how to make a complaint or apply for hardship or postponement.  This information will be readily available, not just at the time a consumer wishes to make a complaint or dispute.

·        Objectivity – We will address each complaint in an equitable and objective manner.   

·        Charges – The IDR procedures are free of charge.

·        Confidentiality – We will keep information confidential. 

·        Customer focused approach – We will be helpful, user friendly and communicate in plain English, showing our commitment to resolving complaints.

·        Commitment – We are actively committed to efficient complaint handling.  Our procedures are published on our website. 

·        Analysis and Evaluation of Complaints – All complaints will be classified and then analysed to identify systemic recurring and single incident problems and trends. 

Referring complaints to the External Dispute Resolution (EDR) Scheme

A complainant must only be referred to the EDR scheme after the complaint has been fully considered under the internal dispute resolution procedure as outlined in this document. Once the IDR procedure has been exhausted, the complainant must be notified that the complaint cannot be resolved and that they are able to refer the complaint to the EDR scheme. Included in the notification should be the contact details of the EDR scheme and a reference to the dispute resolution procedure distributed earlier in the IDR procedure.

Australian Financial Complaints Authority (AFCA)

GPO Box 3, Melbourne VIC 3001

Email: info@afca.org.au

Ph : 1800 931 678

Website: www.afca.org.au