From time to time, you may have a concern about:
- your account;
- how our staff have handled your matter;
- how we have managed your personal information (including your credit file).
When this happens, please contact your Account Manager or our Internal Dispute Resolution Team (IDR) so that we can look into your concerns and respond.
We take complaints and disputes seriously and will attempt to resolve them to your satisfaction within 21 days wherever possible.
We would also like to hear about your positive experiences, so please do let us know about these too.
Our Dispute Resolution Process
Our dispute resolution process is as follows:
- If you have a concern, you may wish to raise it with the Account Manager that you have been dealing with.
- You can ask to speak with the Account Manager’s Team Leader or Operations Manager at anytime.
- If your concern is still not resolved, you can contact our IDR team.
- If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our IDR team.
- You may also contact our External Dispute Resolution scheme at anytime.
Our dispute resolution process is designed to be visible, confidential, free of charge and fair.
Internal Dispute Resolution (IDR) - Contact Details
|Phone:||1300 930 070|
|Fax:||(02) 9891 2005|
Complete Credit Solutions
PO Box W167 Parramatta Westfield
Parramatta NSW 2150
External Dispute Resolution (EDR) - Contact Details
From 1 November 2018, if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing, to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
"I would like to thank Complete Credit Solutions and your professional staff member for your fantastic service and assistance. While I initially ignored my debts because of previous bad experiences with other collection agencies, I'm grateful that your firm contacted me and offered a resolution which allowed me to clear up my other debts also. Your advice was invaluable and it allowed me to effectively negotiate with my other creditors. Thank you!"
- John -
"Your understanding of my situation and the problem solving skills of your staff made paying my account so much easier. I felt that I was being heard and for that I can't thank you enough. Your staff member was very courteous and she went above and beyond what I have normally experienced from other companies."
- Belinda -
"I am writing you this email in regards to your staff member, Melissa. She was very professional and provided options to help me resolve my account. She showed empathy beyond what I expected, thus making the conversation less awkward. She was a pleasure to deal with and an asset to your company"
- Beverly -
Complete Credit Solutions is proud to be a member of the Australian Collectors & Debt Buyers Association (ACDBA) and we undertake to meet its Code of Practice.