Complaints Policy

Dispute Resolution Policy

At Assetpro Finance Pty Ltd our aim is to provide our customers with superior service, but

we know that despite our best efforts sometimes things can go wrong. If you have any

concerns with the level of service received it is important that we are aware of the issues

and have an opportunity to restore your confidence.

We understand that a concern which is left unresolved can lead to a negative lasting

impression and we strongly recommend that in the first instance you speak with the person

with whom you originally dealt to see if an amicable outcome can be achieved.

If after speaking with your contact you still feel the matter has not been resolved, we invite

you to escalate the matter via a complaint to our Dispute Resolution Officer for further

investigation.

To assist us, we ask that you clearly explain all matters relevant to the issue and the

remedies you seek. Upon receipt we will contact you if any further information is needed.

When we receive a complaint, the Dispute Resolution Officer will attempt to resolve it

promptly. We will observe the following principles in handling your complaint:

There is no requirement for face-to-face contact.
Both parties will make a genuine attempt to resolve the complaint promptly.
Both parties will provide all essential and relevant information, documents, and materials.
Both parties will comply with reasonable requests from the other party to provide information within a reasonable time frame.

Unless there are exceptional circumstances, we will in all instances respond within 30 days

of receipt of the initial contact.

If we are unable to resolve the complaint within 30 days, we will:

If we do not reach agreement on your complaint, you may refer the complaint to the ASIC

Approved External Dispute Resolution Scheme managed by the Australia Financial

Complaints Authority "AFCA" (www.afca.org.au) whose contact details are below:

by telephone on 1800 931 678
via email: info@afca.org.au
by post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

The External dispute resolution is a free service established to provide you with an

independent mechanism to resolve specific complaints. Time limits may apply to complain

to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if

or when the time limit relevant to your circumstances expires.