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dispute resolution policy

Money Now Pty Ltd is committed to building mutually beneficial long-term relationships in the financial services market by putting its service and customers, first. We value feedback on the products we offer, the service we provide and the people that provide these products and services as a means of identifying opportunities to improve our services to you. If you are not satisfied with any aspect of our products, processes or services, please contact us.

Our branch staff will make every effort to resolve your concerns as quickly as possible. If our branch staff is unable to resolve your complaint, they will refer you or the complaint to their manager and if he or she cannot resolve your concerns, the manager will refer you or your complaint to our Internal Dispute Resolution Officer. If you do not wish to make your complaint to our branch staff you can contact our Internal Dispute Resolution Office directly.

If the dispute is about one of the insurance products offered on behalf of an Insurance company it will be referred to the insurance company to resolve. As an Authorised Representative of a number of Insurance Companies, Money Now is required to report such disputes to the insurance company under the General Insurance Code of Practice.

If we receive a complaint we will tell you how long it will take to investigate and resolve it. If we are unable to resolve it in this time frame we will tell you and keep you informed of the progress of our investigations.

The role of our Internal Dispute Resolution Officer is to independently investigate complaints and to try to resolve them satisfactorily in accordance with our internal dispute resolution policy. The Officer usually has the authority to make a final decision and will notify you in writing of this decision.

We have an internal policy that ensures that all complaints are referred to and reviewed by the appropriate levels of management at Money Now. Such reviews are to ensure that all complaints are resolved appropriately and fairly where possible. These reviews also provide management with valuable information that may identify a need to review processes to overcome common issues and to also highlight training requirements for our representatives.

Our internal dispute resolution process is free of charge to you.

If we are unable to reach a mutually satisfactory resolution to your complaint we will refer you to the following independent external dispute resolution organisations:

  • If your dispute is about our service, the finance products we offered, our sales and marketing processes, or the handling of a complaint, you can refer the matter to:
      Credit Ombudsman Services Limited (COSL)
    Website: www.cosl.com.au
    Phone: 1800 138 422
    Post: PO Box A252, Sydney South NSW 1235

    COSL is an ASIC approved external dispute resolution organization that Money Now is a member of. COSL will review your complaint and provide an independent mediation and resolution service free of charge to you.

  • If your dispute is about our collection, use or access to your personal information, you may refer the matter directly to the Australian Privacy Commissioner who will investigate your concerns and make a decision at no cost to you.
      Australian Privacy Commissioner
    Website: www.privacy.gov.au/complaints
    Phone: 1300 363 992
    Post: GPO Box 5218, Sydney NSW 2001
    Email: privacy@privacy.gov.au

If you require assistance in understanding how our internal dispute resolution process works or you would like to lodge a complaint directly with our Internal Dispute Resolution Officer please contact our:

  Internal Dispute Resolution Officer
Phone: (03) 9542 6357
Fax: (03) 9542 6366
Post: Unit 3/475 Blackburn Road, Mt Waverley, VIC, 3149
Email: disputeresolution@moneynow.com.au

Darren Rumble
General Manager
Money Now Pty Ltd
 
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