Complaints Policy 

 

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We always aim to do better – Your feedback matters.

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Our aim is to provide a high level of service and meet your expectations.

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If you are not satisfied with our service, believe we made an error, or consider that we could have done something better, we encourage you to contact us to discuss your concerns or feedback.

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 We see feedback and complaints as valuable opportunities to improve our services.

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Complaint Process

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1. If you are not satisfied with our service, please first contact your Negotiation Support Officer or Strategy Support  Officer.

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2. If we’re unable to satisfactorily resolve your complaint, please contact our Compliance Manager by:

• Calling: 1300 765 080

• Emailing: info@djra.com.au

• Writing to us at: Po Box 3689, Loganholme QLD 4129

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3. We will notify you of our receipt of your complaint within 24 hours (or one business day) of receiving it.

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4. Your complaint will be investigated by our Compliance Manager as promptly as possible. We will provide a written reply to your complaint within 21 to 30 days depending on the nature and complexity of the complaint.

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5. If you are not satisfied with our decision, and your complaint relates to debt management services, you can refer the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA), which offers a dispute resolution service that is independent and free.

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6. Australian Financial Complaints Authority (AFCA) may be contacted by:

• Calling: 1800 931 678

• Emailing: info@afca.org.au

• Visiting their Website: www.afca.org.au 

• Write to AFCA: GPO Box 3, Melbourne VIC 3001

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7. As part of our process of handling your complaint we may need to collect personal information.  Your personal information is handled in accordance with our Privacy Policy which can be viewed on our website at www.djra.com.au or request a copy by contacting us on 1300 765 080.