Our reputation is built on matching the appropriate product(s) to the individual's requirements.
We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from
time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint
about the service that we provide, the following steps or avenues for resolution are available to you.
Step 1
Most complaints arise from miscommunication and can usually be fixed quickly.
So, please contact Susan Dehne first and tell her about your concerns.
Step
2
We pride ourselves on the company's reputation, and want to ensure that all concerns and complaints
are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved
within 1 working day by talking with Susan Dehne, we will apply our internal complaints process to manage your complaint
appropriately.
Complaints Officer
Name: Susan Dehne
Phone:
0458 299 419
0458 299 419
Email: susandehne@onesdfinance.com.au
Address: P O Box 4690 Kirwan Qld 4817
Note:
In some instances your broker may also be fulfilling the role of the Complaints Officer. This will not affect the
capacity to have your complaint dealt with appropriately.
By using our internal complaints
process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide
a response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim
to resolve these issues in a much shorter time frame.
Step 3
Although
we try hard to resolve a customer's concern in the most considerate and direct manner, sometimes it may need
to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely
satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.
This external dispute resolution process is available to you, at no cost. The details of our External Dispute
resolution scheme are below:
Credit and Investments Ombudsman Ltd (CIO)
P O Box A252
South Sydney NSW 1235
Phone 1800 138 4221800 138 422
www.cio.org.au
