Internal Dispute Policy
Walker Stores Pty Ltd trading as MyMates Finance and WalletPay (ACN 007 973 962)
Australian Credit License Number 393023
Level 7, 1 Corporate Court, Bundall QLD 4217
Australian Credit License Number 393023
Level 7, 1 Corporate Court, Bundall QLD 4217
Purpose
The purpose of this policy is to inform you of your rights, obligations and what to do when you have a dispute with Walker Stores Pty Ltd trading as MyMates Finance and WalletPay.
Terms
- ‘Dispute’ means a complaint and ‘Complaint’ means dispute.
- ‘Us’, ‘we’, ‘our/s’ means Walker Stores trading as MyMates Finance and WalletPay.
- ‘You’, ‘your’ means the Customer.
Our commitment
We will endeavor to resolve all disputes in a timely fashion and in accordance with this policy.
We recognise your right to make a complaint and will treat all complaints objectively and fairly.
We are committed to providing our clients with the best possible service. We have an internal dispute resolution procedure which is readily accessible at no cost.
We encourage our clients to contact us immediately to raise any grievance or complaint.
We will use our best endeavor to resolve the complaint with you.
We will provide you with our final response to your complaint in writing.
We recognise your right to make a complaint and will treat all complaints objectively and fairly.
We are committed to providing our clients with the best possible service. We have an internal dispute resolution procedure which is readily accessible at no cost.
We encourage our clients to contact us immediately to raise any grievance or complaint.
We will use our best endeavor to resolve the complaint with you.
We will provide you with our final response to your complaint in writing.
Definition of Complaint
The definition of “complaint” in the Australian Standard is: “An expression of dissatisfaction made to or about an organisation, related to its products, services staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
We adopt this definition of complaint as described above.
We adopt this definition of complaint as described above.
Timeframes
We will acknowledge that we have received your complaint within 1 business day.
We aim to resolve all complaints within 30 days.
We aim to resolve all complaints within 30 days.
Final Response
Our final response will be in writing and include the final outcome of your complaint (either confirmation of actions taken by us to fully resolve your complaint or reasons for the rejection or partial rejection of the complaint);
Where your complaint is fully or partially rejected by us, the final response will clearly set out the reasons for the decision by:
• identifying and addressing the issues raised in the complaint;
• setting out our findings on material questions of fact and referring to the information that supports those findings; and,
• provide enough detail for you to understand the basis of our decision.
Enforcement Postponement
Where a complaint is considered resolved any further collection or enforcement action will cease for a further period of 14 days after the final response has been provided.
Product Issues
The manufacturer and the seller of the goods are obligated under Australian Consumer Law (ACL) to provide certain guarantees in relation to the products they provide or sell and ensure that these products are of acceptable quality, that is:
• safe, lasting, with no faults;
• looks acceptable; and,
• does all the things someone would normally expect the product to do.
MMF is the credit provider in this transaction. MMF has no involvement with the selection of the products, the negotiation for the purchase of the product and any testing you have done before entering into the purchase transaction to acquire the product.
Any issue that involves the operation and or functionality of the Product must be addressed with the seller or the manufacturer of the product. MMF is not a linked credit provider. MMF cannot assist with any product related inquiries or warranty claims.
MMF will endeavour to effectively and efficiently resolve a dispute or compliant that arises with respect to the loan agreement and registered security.
• safe, lasting, with no faults;
• looks acceptable; and,
• does all the things someone would normally expect the product to do.
MMF is the credit provider in this transaction. MMF has no involvement with the selection of the products, the negotiation for the purchase of the product and any testing you have done before entering into the purchase transaction to acquire the product.
Any issue that involves the operation and or functionality of the Product must be addressed with the seller or the manufacturer of the product. MMF is not a linked credit provider. MMF cannot assist with any product related inquiries or warranty claims.
MMF will endeavour to effectively and efficiently resolve a dispute or compliant that arises with respect to the loan agreement and registered security.
How you can raise a complaint
Our complaints handling process is easily accessible to all our customers and we will not restrict the way in which you may lodge a complaint.
A complaint can be made by:
• telephone on 1300 867 208
• letter by writing to Complaints Manager, My Mates Finance, PO Box 8562, Gold Coast MC QLD 9726
• email by writing to accounts@mymatesfinance.com.au
• our website at www.mymatesfinance.com.au; or,
• our social media pages.
We will respond to your complaint based on your request or as appropriate to ensure a prompt resolution. However, if you do not indicate to us how you would like your complaint be responded to, we will respond to you by email in the first instance; or, where you do not have an email address, by letter in the mail.
You will be required to provide specific information about your complaint and recommend that you consider all the details of your complaint before making contact with us so that we may be able to find an appropriate resolution.
Where you have nominated an authority to handle the complaint we will deal exclusively with that person or organisation, unless:
• otherwise instructed by you;
• we have reason to believe that the authorised person is working against your best interests; or,
• we are directed to by the Courts.
Where you have difficulties accessing our dispute procedure we will work with you or your authorised representative to provide access to this policy.
A complaint can be made by:
• telephone on 1300 867 208
• letter by writing to Complaints Manager, My Mates Finance, PO Box 8562, Gold Coast MC QLD 9726
• email by writing to accounts@mymatesfinance.com.au
• our website at www.mymatesfinance.com.au; or,
• our social media pages.
We will respond to your complaint based on your request or as appropriate to ensure a prompt resolution. However, if you do not indicate to us how you would like your complaint be responded to, we will respond to you by email in the first instance; or, where you do not have an email address, by letter in the mail.
You will be required to provide specific information about your complaint and recommend that you consider all the details of your complaint before making contact with us so that we may be able to find an appropriate resolution.
Where you have nominated an authority to handle the complaint we will deal exclusively with that person or organisation, unless:
• otherwise instructed by you;
• we have reason to believe that the authorised person is working against your best interests; or,
• we are directed to by the Courts.
Where you have difficulties accessing our dispute procedure we will work with you or your authorised representative to provide access to this policy.
Process to handle your complaint
Your complaint will initially be handled by your Account Manager who will either acknowledge your complaint immediately where you are in direct contact by phone call or live chat; or, within 1 business day when your complaint is received in writing.
Your Account Manager will then attempt to resolve your complaint upon first contact.
Where your Account Manager is not able to resolve your complaint to your satisfaction, your complaint will be escalated to the Complaints Manager who will then conduct a full review; and, where we are able, seek to offer you a resolution.
Our Complaints Manager may ask you to provide further information to consider your case and it is important that you respond as quickly as possible.
Where your complaint upon review proves that you have suffered adverse detriment, we will look to provide you with appropriate redress and remedy depending on the issue.
Should you have any queries concerning the status of your complaint, please contact us directly and your Account Manager will provide you with an update.
A final decision will be provided to you within 30 days of you raising the complaint with us.
Disputes involving hardship applications or postponement of enforcement proceedings will be treated as urgent matters. We will liaise with the relevant lender with respect to the hardship application and assist to the best of our abilities.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Your Account Manager will then attempt to resolve your complaint upon first contact.
Where your Account Manager is not able to resolve your complaint to your satisfaction, your complaint will be escalated to the Complaints Manager who will then conduct a full review; and, where we are able, seek to offer you a resolution.
Our Complaints Manager may ask you to provide further information to consider your case and it is important that you respond as quickly as possible.
Where your complaint upon review proves that you have suffered adverse detriment, we will look to provide you with appropriate redress and remedy depending on the issue.
Should you have any queries concerning the status of your complaint, please contact us directly and your Account Manager will provide you with an update.
A final decision will be provided to you within 30 days of you raising the complaint with us.
Disputes involving hardship applications or postponement of enforcement proceedings will be treated as urgent matters. We will liaise with the relevant lender with respect to the hardship application and assist to the best of our abilities.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
Internet: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
My Mates Finance PO Box 8562 Gold Coast MC QLD 9726
Walker Stores Pty Ltd trading as MyMates Finance and WalletPay (ACN 007 973 962, Australian Credit License 393023)