INTERNAL DISPUTE RESOLUTION CHARTER AND PROCESS
At TOBEINFRONT we aim to provide the very best service for our customers, therefore in the event that you are unhappy regarding any part of our service, we now have an internal resolution process in place to assist in satisfying any complaint. In addition to this scheme, RM25CM Pty Ltd is also a member of the Credit Ombudsman Scheme Limited.
FIRST POINT OF CONTACT FOR A COMPLAINT:
The Complaints Officer is a senior staff member in our organisation and has the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.
The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person. Should you wish to lodge a complaint via telephone please email firstname.lastname@example.org with your details and we will contact you within 72 hours.
Should you not be satisfied with the outcome of the Internal Dispute Resolution process you also have the option of contacting the Credit Ombudsman Service on:
Free call: 1800 138 422
Phone: 02 9273 8400
Fax: 02 9267 3125
RM25CM Pty Ltd ensures that at all times all staff and consultants who deal with (or are likely to deal with) customers, are aware of the name, title and telephone number of the Member's Complaints Contact Person Contact Person.
Each staff member or consultant is also instructed in how to transfer a Customer who has a complaint to our Complaints Contact Person; and what customer details to record if the Complaints Contact Person or Deputy Complaints Contact Person is for any reason unavailable (this information will include a minimum of the name, telephone contact details and description of the product or transaction to which the customers complaint relates). RM25CM Pty Ltd undertake not to charge any fee in respect to any complaint made.
INVESTIGATING A CUSTOMER'S COMPLAINT
Customer's complaint will not be investigated by the Complaints Contact Person Contact Person if they are in any way involved in the subject matter of the complaint.
We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime.
We will ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint.
If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Credit Ombudsman Scheme.
We will have substantially responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
WRITTEN RESPONSE TO A CUSTOMER
We will provide you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in the your complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.
We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complainant;
(b) Subject of complaint;
(c) Outcome of complaint;
(d) Timeliness of response.
So that we can identify any systematically recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by you to have been breached.
Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.
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