This policy has been developed by Australian Debt Agreements in accordance with ITSA industry standards for complaints handling.

This complaint handling policy aims to:

  • provide a framework for our employees to work with when handling Complaints from Customers;
  • ensure consistency within Australian Debt Agreements in handling and resolving Complaints from Customers; and
  • assist our commitment to provide a quality service to it’s customers.

We define the term complaint as an expression of dissatisfaction made to us by a Customer or member of the public with any product or service of Australian Debt Agreements.

We endeavour to provide the highest level of service possible each and every debtor. If however, for some reason, you are unhappy with the service we provide, please feel free to make a formal or informal complaint to have your issue resolved.

COMPLAINT INITIATION

Complaints can be lodged by:

Phone on 02 9798 1580
Electronic Mail to: complaints@australiandebtagreements.com.au

We have established and will continue to develop quality processes for the efficient acknowledgement and processing of complaints.

If the issue is not resolved to your satisfaction within five (5) working days, please contact Australian Debt Agreements and ask for the Director, or put your complaint in writing and send it to the above address.

ESCALATION OF COMPLAINTS
Our goal in the area of complaints handling is to finalise complaints at first contact. Where necessary, clients will be kept informed of the progress of their complaint.

Where a Customer has exhausted their avenues for addressing their complaint within Australian Debt Agreements or find those avenues unacceptable, they can be advised of external channels for escalation, such as our industry body. You may at no cost to you, contact or lodge a written complaint with our industry association:

Australian Government Insolvency and Trustee Service Australia
Bankruptcy Regulation branch of ITSA
Phone: 1300 364 785
Email: br.qld@itsagov.au

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