Annexure – AKCP IDR Brochure

Our Complaints handling process

Any feedback provided is value by us, to continue to improve how we deliver our services to you we welcome you to tell us about any concerns that you may have. This way we can do our best to resolve any issued that you face when dealing with us.

How to raise a complaint with AKCP.

You can contact us directly to our complaints department, we will contact you as soon as possible.

So, we can get back to you, please sent us your name and contact details along with a description of your concern to the below address:

Alternatively, you can have a representative of yours contact us on your behalf to assist.

In writing to: AKCP

Enquiries and Complaints

2 Short Street

Double Bay, NSW 2028

Enquiries email: [email protected]

Complaints email: [email protected]

By telephone: [TBD]

Webpage: www.arborknot.com

Assisting you with your complaint

We will try to address your concern as soon as we receive your complaint, however some questions may take longer for us to respond to. We will ensure that we contact you within 1 business day of receiving your complaint.

For matters that require investigation, we must adhere to specific time frames for addressing complaints an outline for actioning complaints is set out in the table below.

Customer Request	Timeframe
Complaints that do not relate to a default notice or postponement of mortgage.	We will provide you with a final response within 30 days of receiving your complaint.
Complaints relating to: – · Hardship Notice · Default Notice · Enforcement proceedings and · Requests for postponements of Enforcement proceedings	We will action your complaint and provide and we will work with your credit provider to provide you with a response within 21 days of receiving the complaint if we do not need additional information from you.
	If additional information is required, we will ask you to provide this information within 21 days of your initial complaint. You will have 7 days to provide the additional information.
	If you do not provide the additional information, we will work with your credit provider to provide you with a final response within 28 days of receiving your initial complaint.
	If you provide us with the information within the 28-day period, we may take an additional 21 days to action the complaint (maximum of 49 days from receiving the complaint).

External Dispute resolution – AFCA

If you did not get the outcome you expected from our internal dispute resolution response, you may wish to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA manages complaints relating to financial services. AFCA’s contact details are:

Australian Financial Complaints Authority

GPO Box 3

MELBOURNE VIC 3001

Phone: 1800 931 678

Email: [email protected]

Website: www.afca.org.au