Complaints Policy
Last updated: 06/02/2023
Complaints Handling Policy
2 Our Complaint Management Process
3 External Dispute Resolution (EDR)
1. How to make a Complaint
Gedda Money is committed to genuinely welcome complaints which ultimately leads to improvements in our customer relationships and product/service offerings. It is important to provide our customers with access to fair, timely and effective dispute resolution so that we can understand key drivers of complaints. This will allow opportunities to strengthen product and service delivery initiatives.
As a valued customer, if you are not satisfied with any aspect of our service, and/or decision we make in respect to your loan, please contact us to lodge a complaint. We will strive to resolve your complaint immediately.
- Email – complaints@gedda.com.au
- Mail – Gedda Money Level 2, 555 Coronation Drive, Toowong QLD 4066)
- Phone – 1300 080 825
2. Our Complaint Management Process
Gedda Money does not charge a fee in respect to any complaint. We aim to resolve all complaints within a reasonable timeframe. Our internal dispute resolution (IDR) procedures are designed to achieve a fair and reasonable outcome for you.
Our Complaint Management Process is details as follows:
Step 1 – Acknowledgement
Once your complaint is received, we will send you an acknowledgement either verbally or in writing.
Step 2 – Assessment and Investigation
We take each complaint seriously and will assess and investigate all complaints. If resolved within five business days, your complaint will not require to go through our IDR process.
If we are unable to deal with the complaint as it relates to a third party (for example, a broker or a dealership), we may ask you to contact the relevant party or provide you with information on other ways to resolve the matter.
Step 3 – Response Timeframes
Response timeframes will ultimately depend upon what your complaint is about.
If your complaint involves a default notice(s) or an urgent dispute such as an application for hardship, we will provide you with a final response no later than 21 calendar days after receiving the complaint.
For all other matters, we will provide a final response to you no later than 30 calendar days after receiving the complaint.
Step 4 – Next Steps
There are rules about how much time we can take to resolve your Complaint. For example, it might be a longer process if your Complaint is considered complex or there are circumstances outside of our control. We’ll let you know if this is the case.
If we are not able to respond to your complaint within the above timeframes, we will let you why we haven’t been able to give you a final response within this time and inform you of your right to refer the complaint to AFCA. We’ll tell you:
- The reasons for the delay
- Your right to complain to AFCA if you’re dissatisfied
- The contact details for AFCA.
Step 5 – Final Outcome
We will provide you with a final response in writing. We will aim to address all matters that are raised by you and your representative, setting out the factors taken into consideration when arriving at the final outcome.
3. External Dispute Resolution (EDR)
We encourage you to contact us directly first if you have a complaint. However, you may refer your complaint to our EDR scheme at any time or if you are not happy with our remediation of your complaint.
Our EDR scheme is through the Australian Financial Complaints Authority (AFCA):
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
4. Need further help?
We aim to make this process accessible to all our customers. If you require further assistance to lodge a complaint, such as you require interpreting and translating services or require assistance from our staff due to a disability, mental illness or medical condition, we are here to help. To find out more about how we can help, please call us at 1300 080 825.