We are committed to ensuring that we meet your expectations. Your feedback is valuable to us and assists in improving our services.
If you would like to make a complaint you can:
- Use the online complaint form
- Phone – 1300 725 052
- Write to: Complaints PO Box 3074 Newstead Qld 4006
Debt Mediator’s Complaints Policy
- Every effort will be made to resolve the complaint, if possible, at the initial point of contact
- Many complaints are able to be resolved at the initial point of contact by providing extra information or clarifying detail with the complainant.
- The complaint will be dealt with by the department that has primary responsibility for the cause of the complaint.
- If the complaint is unable to be resolved at the point of contact or at the departmental level, the complaint will be escalated to the Complaints Committee.
Registering and Acknowledging the Complaint
- The receipt of complaints will be acknowledged within 2 working days.
- The complainant will be contacted to clarify their complaint.
Assessing the Complaint
- The complaint will be assessed to identify issues raised and parties involved.
- If the complaint is found to be warranted it should proceed to an investigation.
- Matters relating to serious criminal activity should be directly referred to the police.
- Complaints may be refused to be dealt with if the complaint is:
- Vexatious or frivolous
- Outside of DCS Groups control
- The complaint is currently being investigated by an external organisation or the Police.
Investigating the Complaint
- The complaint will be investigated which may include,
- Review of customer records, emails, letters, documents and phone recordings.
- Interviews with staff
- Interviews with external parties
Responding and Resolution
- Once the information has been analysed, a judgement will be made with recommendations for action.
- The final response will be in the form of a letter from the Complaints Committee
- Some actions such as employee disciplinary proceedings will need to be kept confidential due to privacy legislation.
- The complainant should receive a response within 20 working days.
- If you are unsatisfied with the outcome you can refer your complaint to the Credit Ombudsman Services Limited (COSL).
- Anonymous complaints will still be investigated. However the investigation is obviously hampered by the anonymity of the complainant.
- There is no limitation on how old a complaint can be. If the complaint relates to events that occurred a considerable length of time ago this makes it difficult to investigate and limits the actions available.