Dispute Resolution

Dispute Resolution Process

Internal Dispute Resolution (“IDR”) Process

HM Finance and its contractors are members of the Australian Financial Complaints Authority (AFCA).
AFCA rules require you to try to firstly resolve your complaints with AFCA’s member (HM Finance) through their IDR process.

If the matter is not resolved to your satisfaction through HM Finance’s IDR procedures, then you are able to lodge the complaint with AFCA for them to consider.

HM Finance accept consumer complaints via letter, telephone, fax, in person or by email.

All forms of complaints mentioned above will be registered on a HM Finance Incident Report Form (Complaint form) noting the date of the complaint and a file started in regard to the complaint. No fee is payable for an IDR service through HM Finance.

Should a substantive response not be provided to you within 45 days of receipt of your complaint by HM Finance, a HM Finance’s complaints contact person must give you, the consumer, reasons for the delay and advise you of your right to lodge a complaint directly with AFCA.

In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, HM Finance will respect your privacy by complying with their obligations under the Privacy Act 1998 (as amended).

HM Finance IDR Process

1. The customer completes a HM Finance Incident Report Form (Complaint form) and submits it, along with any supporting documentation, and any relevant file information to the HM Finance complaints area.
2. A letter of Acknowledgement will be forwarded to you by the HM Finance Complaints function.
3. The matter will be investigated and will be dependant on the circumstances a resolution provided to you, the consumer by HM Finance within 45 days.
   Any contact made with you, the consumer/s, will be recorded in a complaint file and the HM Finance complaints function will advise of all communications, including information discussed.
4. Dependant on the circumstances, the HM Finance Complaints function will provide one of the following substantive responses to the consumer in 45 days:
   1. accept the complaint and, if appropriate, offer redress
   2. decline to accept the complaint but still offered redress
   3. reject the complaint

In the event HM Finance may not be able to provide a substantive response within 45 days, the HM Finance Complaints function will forward the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with AFCA.

However in most circumstances, your resolution response by HM Finance will be written and forwarded to you, stating the reasons for reaching any decision/s. If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints contact person on 0404 099 674.

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