Dispute Resolution

BLUEPENNY GROUP PTY LTD ACN 49 138 207 413 Australian Credit Licence 391858 (we/us/our) believe that it is essential for us to have the ability, authority & proper training to hear & respond appropriately to any complaints or disputes raised by our customers. We are a member of Mortgage & Finance Association of Australia (MFAA), and are subject to the requirement to have in place an IDR process.

Our reputation is built on matching the appropriate product(s) to the individual requirements and we go to great lengths to ensure satisfaction with our services and offerings, however there may be instances where applicants may be dissatisfied with the outcomes of our consultation process. Most complaints arise from miscommunication and can usually be fixed quickly, so please contact Mr. Colin Smith on 02 8004 0780 or cs@bluepenny.com.au first and express your concerns.

How you may lodge a complaint

1. By Contacting our complaints officer
   Mrs. Sarah Smith
   Phone 02 8004 0780
   Email SSmith@Bluepenny.com.au
   Address Level 3, 10 King Street, Rockdale NSW 2216

2. You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer.

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

In order to assist complainants who might need additional assistance to lodge a complaint, we:

• offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online;

• do not require complaints to be in writing;

• ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages & formats (large print & audiotape);

• provide training to all staff (not just complaints management staff) to enable staff to be able to identify, support & assist complainants who need additional assistance, including cross-cultural training; and

• allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members & friends.

Dealing with complaints

Our process for dealing with complaints is as follows:

1. Acknowledgement: We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.

2. Assessment & investigation: We will review your complaint carefully & promptly, taking such steps & reviewing such documents as reasonably necessary. 

3. IDR response: We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process & your right to take your complaint to AFCA if you are not satisfied with the IDR response.  If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.

Response timeframes

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. 

However, for some specific types of credit-related complaints, the following response timeframes apply.

• Credit-related complaints involving default notices:  No later than 21 calendar days after receiving the complaint;

• Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings:  No later than 21 calendar days after receiving the complaint.  Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:

(a) resolved the complaint to your satisfaction; or

(b) given you an explanation and/or apology we can take no further action to reasonably address your complaint.

However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:

(a) the complainant requests a written response; or

(b) the complaint is about hardship.

Our External Dispute Resolution Scheme

If we do not reach agreement on your complaint, you may subsequently refer the complaint to our ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is:-

Name: Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678
Address: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
Email: Info@afca.org.au

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.