Complaint and Dispute Resolution Guide

The directors, managers and staff of Interlink Group and associated companies understand that, although we do our best to provide you with a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction. At this point you may feel dissatisfied but are unsure how to have your complaint resolved.

So that clients have the opportunity to make these complaints known, we have developed a Complaint and Dispute Resolution Procedure as an additional service to clients, free of charge.

This means:

• You have a way of having your complaint addressed;
• Management will be aware of the issue that is of concern to you; and
• Procedures and products can be adjusted, where appropriate, to improve our services.

What is a complaint?
A complaint is a verbal or written expression of dissatisfaction by a client about a product or service provided by one of the Interlink Group of Companies.

What is a Dispute?
A dispute arises if you make a complaint to Interlink Group about a product or service, and are not satisfied with the response that you receive and wish to pursue the matter further.

Complaint and Dispute Resolution Steps

1. How to make a complaint

In most circumstances, your complaint can be settled to your satisfaction by simply making us aware of it. You can raise your complaint with our staff personally by telephone, in writing, by fax or via our ‘feedback and complaints’ form located on our website. If a staff member is unable to handle the matter, it will be referred to a more senior or experienced person. In the majority of cases, your complaint will be dealt with promptly and to your satisfaction.
Outlined below are the procedures to follow in relation to complaints:

• Readycare Risk Management
• WhiteStar Finance
• Axcelerator Home Loans
• Bizclub Financial Services
• Scenario Centre

Readycare Risk Management
If you have a complaint regarding an insurance product or service, please contact the Insurance Supervisor on 1300 306 490.
If your complaint cannot be resolved immediately, you may request to have your complaint referred to the Complaints Officer who will register your complaint and advise you of our process to deal with your complaint.

WhiteStar Finance
If you have a complaint regarding a personal loan or mortgage loan or service, please contact the Supervisor on 1300 652 842.
If your complaint cannot be resolved immediately, you may request to have your complaint referred to the Complaints Officer who will register your complaint and advise you of our process to deal with your complaint.

Axcelerator Home Loans
If you have a complaint regarding a debt reduction program, mortgage loan or service, please contact the Supervisor on 1300 667 684.
If your complaint cannot be resolved immediately, you may request to have your complaint referred to the Complaints Officer who will register your complaint and advise you of our process to deal with your complaint.

Bizclub Financial Services
If you have a complaint regarding a third party product or service, mortgage for commercial loans, leasing, invoice finance, insurance product or service, please contact the Supervisor on 1300 552 051.
If your complaint cannot be resolved immediately, you may request to have your complaint referred to the Complaints Officer who will register your complaint and advise you of our process to deal with your complaint.

Scenario Centre
If you have a complaint regarding a customer service issue,  please contact the Supervisor on 1300 306 280.
If your complaint cannot be resolved immediately, you may request to have your complaint referred to the Complaints Officer who will register your complaint and advise you of our process to deal with your complaint.

2. Recording your Complaint or Dispute

Where a complaint cannot be resolved to your satisfaction immediately, we may need to collect some information in order that the Supervisor or Complaints Officer can properly investigate the complaint. We will ask you to provide details to us in writing or by fax.

3. Investigation

Complaints will be fully investigated by our dedicated Complaints Officer and a decision made on the matter. Complaints which are not resolved to the satisfaction of the client become disputes.

You can contact the Complaints Officer as follows:

In writing
The Complaints Officer
Interlink Group
Level 1, 382 Wellington Road
Mulgrave Vic 3170

By Telephone:
1300 558 554

By Fax:
03 8514 4244

Via Web:
‘feedback and complaints’

4. External Dispute Resolution Schemes

In the event that you are not satisfied with our proposal for resolution of your complaint, you are entitled to have your dispute considered, free of charge, by the relevant external dispute resolution scheme.
Interlink Group of Companies is registered with The Credit Ombudsman Service Limited (COSL). It is the external dispute resolution scheme for the non bank credit industry, approved by the Australian Securities and Investments Commission (ASIC). The Credit Ombudsman Service is a free and independent external dispute resolution (EDR) scheme. It provides our clients with a confidential, independent alternative to expensive legal proceedings. COSL can be contacted on 1800 138 422 or via web at www.creditombudsman.com.au

Interlink Group of Companies also deals with many product and service providers and most  industries (such as Insurance) have established their own dispute resolution process. Interlink staff are happy to advise you on how to access these schemes by simply contacting our offices on 1300558554.