PURPOSE
Fundo Loans Pty Ltd ACN 604 639 143 Australian Credit Licence 491418 and its related entities (we/us/our)
aim to provide the very best service for our customers in meeting their needs and expectations and our
systems and processes are designed with this objective in mind.
However, we understand that on occasions there may be times where you are unhappy with some part of our
service.
If so, our internal dispute resolution process provides that your complaint will be handled efficiently,
honestly and fairly.
HOW YOU MAY LODGE A COMPLAINT
If you wish to make a complaint, you may contact us by:
Phoning us at: 1800 161
391
Chatting to us at: www.fundo.com.au
Emailing us at: hello@fundo.com.au
You should explain the details of your complaint as clearly as you can. You may do this verbally or in
writing.
In order to assist complainants who might need additional assistance to lodge a complaint, we:
- offer multiple methods for lodging complaints;
- do not require complaints to be in writing;
- provide training to all staff (not just complaints management staff) to enable staff to be able to
identify, support and assist complainants who need additional assistance; and
- allow properly authorised representatives to lodge complaints on behalf of complainants, including
financial counsellors, legal representatives, family members and friends.
DEALING WITH YOUR COMPLAINT
Our process for dealing with complaints is as follows:
-
Acknowledgement: We will provide acknowledgement of receipt of your complaint
within one business day, if the complaint is not otherwise resolved in the meantime.
-
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 you 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
We will ensure that a final ‘IDR response’ is given to your complaint as soon as possible, within ten
(10) days if possible, but certainly within thirty (30) days of receipt of your complaint. For certain
types of complaints involving default notices or urgent disputes such as applications for hardship, a
final response will be provided by us within twenty-one (21) days. If we cannot respond to your
complaint within the relevant timeframes, we will inform you of the reasons for the delay and of your
right to refer the complaint to our External Dispute Resolution Scheme, the Australian Financial
Complaints Authority (AFCA) (see below).
We will have provided a final response to the complaint if we:
- accept the complaint and, if appropriate, offer redress, or offer redress without accepting the
complaint; or
- reject the complaint.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth
business day
after receipt because we have:
- resolved the complaint to your satisfaction; or
- given you an explanation and/or apology and 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 after
receipt if:
- the complainant requests a written response; or
- the complaint is about hardship.
REMEDIES
If we accept the complaint and are of the view that a remedy is appropriate, the remedy may be
non-financial as well as,
or instead of financial.
If we consider that a financial remedy is appropriate, we will determine and provide reasonable
compensation in
accordance with our obligations under the relevant legal principles, AFCA Rules, other relevant codes of
conduct, and
concepts of fairness and relevant industry best practice.
AFCA
If you are not satisfied with the outcome of our investigation of your complaint, you have the option of
contacting
the Australian Financial Complaints Authority (AFCA), of which Fundo is a member, on:
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve
specific complaints.
We do not charge a fee in respect to any complaint.
REVIEW
We will review our Internal Dispute Resolution Policy and procedures annually to ensure that our
complaints
management systems are operating effectively. The most recent review was in October 2024.
