Complaints Management Policy
Skypay Pty Ltd · ABN 52 691 707 696
Strawberry Loans Pty Ltd
Skypay Pty Ltd ABN 52 691 707 696 , Authorised Credit Representative Number 578886, Facilitating Loans Provided by Strawberry Loans Pty Ltd ABN 74 621 474 655, Australian Credit Licence 519 253.
INTRODUCTION
Strawberry Loans Pty Ltd (“Strawberry Loans, we or us”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
OUR COMPLAINTS MANAGEMENT PROCESS
We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by:
Email: contact@strawberryloans.com.au
Telephone: 0438 129 991; or
184 Fisher Road N, Cromer NSW 2099
If your complaint is about hardship or the postponement of enforcement proceedings, please contact us by:
Email: contact@strawberryloans.com.au ; or
Telephone: 0438 129 991
Any material relating to Strawberry Loans’ Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
We will collect certain information from you, including:
Your name;
Your contact details;
How you would prefer to be contacted;
A description of your complaint; and
How you would like the complaint resolved.
We will acknowledge your complaint, generally within one (1) business day, and give you the contact details of the person responsible for dealing with your complaint.
The person responsible for dealing with your complaint will commence their investigation and may require further details from you. Upon completion of their investigation, the person responsible for dealing with your complaint will contact you with an IDR response. This will provide you with information about:
the final outcome of your complaint at IDR; and
your right to take the complaint to the Australian Financial Complaints Authority (“AFCA”) if you are not satisfied with the IDR response and how to contact AFCA.
Except where your complaint involves hardship, an IDR response is not required to be provided to you when a complaint is resolved by the end of the fifth (5th) business day of receipt of the complaint, where we have:
resolved the complaint to your satisfaction; or
given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.
A written response will be provided if:
you request a written response; or
the complaint is about hardship.
TIMEFRAME FOR RESOLVING COMPLAINTS
We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within the following timeframes:
Type of Complaint
Maximum Timeframe to provide IDR Response
Complaints involving default notices
No later than twenty-one (21) calendar days after receiving the complaint.
Complaints involving applications for hardship notices or a request for postponement of enforcements proceedings made.
No later than twenty-one (21) calendar days after receiving the complaint.
Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you.
All other complaints
No later than thirty (30) calendar days after receiving the complaint.
IF YOU ARE UNHAPPY WITH OUR RESPONSE
If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which Skypay Pty Ltd is a member.
You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: https://www.afca.org.au/
ACCESSIBILITY SERVICES
We take our commitment to provide accessible services to customers seriously.
If you are deaf or have a hearing or speech impairment, you can contact us on the National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
Talk to text users, please call 133 677 and then ask for (08) 6800 0058 ;
Speak to listen users, please call 1300 555 727 and then ask for (08) 6800 0058; or
Internet relay users, please connect to the NRS and then ask for (08) 6800 0058.
If you require this Policy is another language, please contact us at the details below.
CONTACT US
If you have any questions or would like further information about our complaints handling process, please contact us by:
Email: contact@strawberryloans.com.au
Telephone: 0438 129 991 or
Post : 184 Fisher Road N, Cromer NSW 2099