Crafted Finance
Your Voice Matters

Complaints Handling Policy

Internal Dispute Resolution (IDR) Process

This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.

VIKING ASSET AGGREGATION PTY LTD | ACN 661 296 457 | Australian credit licence 543046 (we/us/our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.

How to Lodge a Complaint or Make a Compliment

You can lodge complaints or make compliments by contacting:

Contact Details

Addressee: The Complaints Officer
Viking Asset Aggregation Pty Ltd
Address:
Level 3, 12 Waterloo Road
Macquarie Park NSW 2113, Australia
Phone: 1800 861 004

Alternative Methods

You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

To assist complainants who might need additional assistance to lodge a complaint, we:

Offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online
Do not require complaints to be in writing
Ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages and formats (including large print and audiotape)
Provide training to all staff (not just complaints management staff) to enable staff to identify, support and assist complainants who need additional assistance, including cross-cultural training
Allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends

Dealing with Complaints

Our process for dealing with complaints is as follows:

Acknowledgement

We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.

Assessment and Investigation

We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.

IDR Response

We will provide an 'IDR response', which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.

Response Timeframes

Standard Timeframe

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint.

Credit-Related Complaints

Default Notices

No later than 21 calendar days after receiving the complaint

Hardship Notices

No later than 21 calendar days after receiving the complaint

Exceptions Apply

If we do not have sufficient information to make a decision, or if we reach an agreement with you.

We do not need to provide an IDR response if we close your complaint by the end of the fifth business day because we have:

  • a) resolved the complaint to your satisfaction; or
  • b) given you an explanation and/or apology we can take no further action to reasonably address your complaint.

However, we must provide a written IDR response for complaints closed by the end of the fifth business day if:

  • a) the complainant requests a written response; or
  • b) the complaint is about hardship.

External Dispute Resolution

If you're not satisfied with our response, you can escalate your complaint to AFCA.

Australian Financial Complaints Authority (AFCA)

www.afca.org.au
info@afca.org.au
1800 931 678

Postal Address

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Note: AFCA provides free, fair and independent financial services complaint resolution. Please allow us the opportunity to resolve your complaint first before contacting AFCA.