WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT
We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
HOW TO MAKE A COMPLAINT AND THE COMPLAINT PROCESS
If you have a complaint, we request you follow these steps:
In the first instance, please contact your direct consultant.
If your complaint has not been resolved to your satisfaction within 5 business days,
please contact our Complaints Area as detailed below:
Telephone: 1300 727 909 Monday to Friday 9am to 5pm
Fax: 1300 391 125
Mail: PO Box 4236, ELANORA, QLD, 4212
Web: www.ezfinance.com.au – “contact us”
We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.
In cases where your complaint will take longer to resolve, we will update you progressively.
IF YOU’RE STILL NOT SATISFIED?
If you do not think we have resolved your complaint to your satisfaction, you may take the matter, free-of-charge, to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is the Australian Financial Complaints Authority (AFCA), which can be contacted via:
We need to collect personal information about you to effectively provide you with our services. This information is required to assist us in determining your needs and subsequently preparing your loan application. If your information is not provided we may not be able to assist in finding a loan relevant to your circumstances. We can confirm that your information is kept in Australia.
Unless you tell us otherwise, we may use your information to provide you with future offers or information about other products or services we, or a third party provide.
Our aggregator, Custom Equity Group, our authorising Australian Credit Licensee 392611 (ACL) ,Alpha Lend finance solutions, our credit representative, Alpha Lend (and/or its related entities and representatives) may disclose your information to other organisations to help provide our services to you. The types of organisations we may disclose your information to include but are not limited to, banks, lenders, financiers, mortgage insurers, other mortgage intermediaries, licensed valuers and other organisations that may assist us (such as lawyers, and accountants) in facilitating your loan. In addition, we may disclose your personal information to any other organisation that may wish to, or has acquired, an interest in your loan or in our business.
Furthermore, your information may be provided to, or used to obtain relevant checks such as credit and identity checks with any relevant credit reporting authority (eg. Veda Advantage) and/or any other organisations capable of providing such references.
As part of your information disclosure requirements to us, by accepting the Privacy Statement, you also declare that the information that you are providing is true and correct at the time of signing the consent.
You can gain information regarding what private information hold of yours by contacting us via mail to The Privacy Officer, P.O. 4236, Elanora Qld 4221 or email email@example.com.
If you require further information about your privacy, you can visit the Federal Privacy Commissioner’s website at www.privacy.gov.au.
AlphaLEND is very active in the local community; some of our recent initiatives are assisting schools with the purchasing of computers and sports equipment. We also sponsor local sporting team and generously donate and participate in charity events...
If you would like to apply for a sponsorship, Please Contact us at firstname.lastname@example.org