'We', 'us' and 'our' refer to Blue Heeler Finance Pty Ltd trading as FinanceEquipment.com.au ACN 001 639 078 and our related businesses.
We 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.
You can lodge a complaint by contacting our Complaints Officer through any of the following methods. Please 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.
Contact us by phone, email, post or in person. Explain the nature of your complaint as clearly as you can, verbally or in writing.
We will acknowledge receipt of your complaint promptly and assign it to our Complaints Officer for investigation.
We will investigate your complaint thoroughly. Both parties are expected to provide all essential and relevant information, documents, written statements and materials that may reasonably assist in resolving the complaint.
We aim to resolve all complaints fairly and promptly. We expect that both parties will make a genuine attempt to reach a satisfactory resolution.
There is no requirement for face-to-face contact between you and us, although it may be useful to come to a satisfactory resolution.
If we do not reach agreement on your complaint through our internal process, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
AFCA is an ASIC-approved external dispute resolution scheme. Our AFCA Member Number is 52376. Contact AFCA if your complaint is not resolved to your satisfaction through our internal process.