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At Flexi Plus Finance we value your feedback, it helps us improve our products and the service we provide to our valued clients. We pride ourselves in providing the most suitable loans to our clients.

If you would like to provide us helpful tips, want to express concerns or even want to acknowledge a particular staff member for their service then there a few ways this can be done:

1. Go to our Contact Us page and provide comments through our contact form.

2. Call or come in to one of our branches, whose details can be found on our Contact Us page.

3. Email us at info@flexiplusfinance.com.au

4. Write to us at 5/87, Brisbane St Ipswich QLD 4305.

Resolving complaints

At Flexi Plus Finance we take customer complaints seriously.

We encourage you to contact us either in person, by phone, Email or fax to tell us about your complaint. We use the information obtained to improve our service and offering to all customers. We will try our very best to satisfy your concerns ourselves internally. If for some reason you still have issues, we are also a member of an external dispute resolution service the Australian Financial Complaints Authority (AFCA). This ensures that complaints always get a fair hearing, although you will need to go through our internal process first to give us an opportunity to resolve it to your satisfaction.

Phone Head Office (07) 3202 1119 or 0477 440 753

Email info@flexiplusfinance.com.au

Address 5/87, Brisbane St Ipswich QLD 4305

We welcome any and all of your feedback.

Australian Credit Licence Number 427979

Our Dispute Resolution Guide

We do our best to provide a high level of service, but sometimes you may feel an issue has not been resolved to your satisfaction.

We have a free complaints and dispute resolution procedure that you can use so that we may help you.

What is a complaint?

A complaint is an expression of dissatisfaction made to us, related to our products, or the complaints-handling process itself, where a response or resolution is expected.

How the procedure works

Step 1: How to make a complaint

In most cases your complaint can be settled to your satisfaction simply by making us aware of it. You can raise these complaints with our staff in person or by telephone or in writing by letter, fax, memo, e-mail etc.

If the staff customer is unable by reasons of authority or experience to handle the matter they will refer your complaint to a more senior or experienced person. At this stage, in most cases your complaint will be dealt with promptly and to your satisfaction and you will not need additional assistance.

Step 2: Recording your complaint

All complaints and disputes will be recorded in our Complaints Register.

Where a complaint cannot be resolved to your satisfaction immediately, you might have to answer some questions and complete a complaint form so that our management can properly investigate the complaint.

If you need assistance completing the form, our staff can help you.

When receiving a verbal complaint, the staff customer will complete the details of the complaint in the register on your behalf. The staff customer will then read the entry in the register to you and ask you to confirm that it is accurate.

Step 3: Notification

Where the staff member cannot immediately settle the complaint we will acknowledge receipt of it to you in writing within 2 working days.

We will also advise you in writing of the procedures for investigating and handling your complaint.

Step 4: Investigation

Your dispute will then be fully investigated by our complaints officer and a decision made on the matter.

You can contact our complaints officer as follows:

If your dispute involves privacy issues and has not been resolved to your satisfaction, you will be referred to the Privacy Commissioner.

Here are the contact details for the Privacy Commissioner:

Privacy Commissioner

Details of how you can access these services will also be given to you when you are advised of the outcome of our investigation.

Step 7 After we respond

Our Complaints Register will be updated showing the result. Wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.

Things you should know

If your complaint involves EFT transactions or privacy issues, the procedures may vary if the complaint is not immediately resolved. This is because more specific legislation or codes of practice may apply.

You are not obliged to pursue a dispute with us using our internal complaints and dispute resolution procedure. If you use the procedure, you may commence legal proceedings before, after or at the same time.

Our participation in the procedure is not a waiver of any rights we may have under the law, or under any contract between you and us, and this guide is not a contract between you and us.

Free service

This guide is free to you and it is free for you using our internal or external complaints and dispute resolution procedure. However, our standard fees and charges may apply for making copies of documents or for retrieval of documents from archives, where requested by you.