INTERNAL DISPUTE RESOLUTION (IDR) PROCESS
If you have requested to refer your complaint through our Internal Dispute Resolution Process, you may be asked to put your problem in writing for referral to either a senior person (who handles that area of complaints).
If we are unable to resolve your complaint within 24 hours, we will acknowledge your complaint within 3 days and endeavour to resolve it within 21 working days. We will let you know if we need more time.
If you are dissatisfied with the outcome of your complaint or the way in which it was handled please let us know.
If you wish to make a complaint,the contact details are below:
Ph: (03) 9005 9013
504/365 Little Collins Street
EXTERNAL DISPUTE RESOLUTION SCHEME
Should the complaint remain unresolved and/or you are not satisfied with our response, we will inform you of your right to contact the external dispute resolution scheme of which Aden Finance is a member, or another relevant organisation.
A dispute form is available from Aden Finance , or from the Australian Financial Complaints Authority (AFCA) or their website. After you have lodged the dispute form, a case officer from AFCA will contact you within three business days to confirm whether the dispute falls within their Terms of Reference. If they are able to assist, they will discuss your complaint and how it may be resolved.
The AFCA will then investigate your complaint and facilitate a negotiated settlement between you and Aden Finance. If a negotiated settlement cannot be reached between you, the AFCA will make a determination.
If the AFCA cannot assist you with your complaint, it will try to identify another organisation or service that may be able to assist you. Contact details for the Australian Financial Complaints Authority (AFCA) are as follows:
Telephone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001