Internal & External Dispute Resolution Scheme
‘We’, ‘us’ and ‘our’ refer to Blue Heeler Finance Pty Ltd trading as FinanceEquipment.com.au ACN 001 639 078 and our related businesses.
Blue Heeler Finance Pty Ltd believe that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes. It is a requirement under the National Consumer Credit Protection Act 2009 that we have in place an Internal Dispute Resolution procedure.
Receiving complaints
You can lodge complaints by contacting the Complaints Officer by:
Telephoning 02 9457 0869, or emailing [email protected], writing to Blue Heeler Finance Pty Ltd, PO Box 123, Mount Kuring-gai NSW 2080, or by speaking to any representative of our business who will refer you to the Complaints Officer.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.
We will observe the following principles in handling your complaint:
There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution; we expect that both parties will make a genuine attempt to resolve a complaint promptly; we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint; we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.
Our external dispute resolution scheme.
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority), our member number is 52376, and you can contact them on phone 1800 931 678.
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.