Dispute Resolution Policy

GT Industries (AUST) Pty Ltd T/A MoneyBuddy ACN 682877701

Australian Credit Licence 567039

PURPOSE

GT Industries (AUST) Pty Ltd ACN 682 877 701 Australian Credit Licence 567039 and its related entities (we/us/our) aim to provide the very best service for our customers in meeting their needs and expectations and our systems and processes are designed with this objective in mind.

However, we understand that on occasions there may be times where you are unhappy with some part of our service.

If so, our internal dispute resolution process provides that your complaint will be handled efficiently, honestly and fairly.

HOW YOU MAY LODGE A COMPLAINT

If you wish to make a complaint, you may contact us by:

• Phoning us at: 1800 462 691
  
• Emailing us at: hello@yourmoneybuddy.com.au
  

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;
  
• do not require complaints to be in writing;
  

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

allow properly authorised representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends.

DEALING WITH YOUR COMPLAINT

Our process for dealing with complaints is as follows:

• Acknowledgement: We will provide acknowledgement of receipt of your complaint within one business day, if the complaint is not otherwise resolved in the meantime.
  
• Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
  
• IDR response: We will provide you an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and 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

We will ensure that a final ‘IDR response’ is given to your complaint as soon as possible, within ten (10) days if possible, but certainly within thirty (30) days of receipt of your complaint. For certain types of complaints involving default notices or urgent disputes such as applications for hardship, a final response will be provided by us within twenty-one (21) days. If we cannot respond to your complaint within the relevant timeframes, we will inform you of the reasons for the delay and of your right to refer the complaint to our External Dispute Resolution Scheme, the Australian Financial Complaints Authority (AFCA) (see below).

We will have provided a final response to the complaint if we:

• accept the complaint and, if appropriate, offer redress, or offer redress without accepting the complaint; or
  
• reject the complaint.
  

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:

• resolved the complaint to your satisfaction; or
  
• given you an explanation and/or apology and 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:

• the complainant requests a written response; or
  

the complaint is about hardship.

REMEDIES

If we accept the complaint and are of the view that a remedy is appropriate, the remedy may be non-financial as well as, or instead of financial.

If we consider that a financial remedy is appropriate, we will determine and provide reasonable compensation in accordance with our obligations under the relevant legal principles, AFCA Rules, other relevant codes of conduct, and concepts of fairness and relevant industry best practice.

AFCA

If you are not satisfied with the outcome of our investigation of your complaint, you have the option of contacting the Australian Financial Complaints Authority (AFCA), of which MoneyBuddy is a member, on:

Free call: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3 Melbourne Vic 3001
Website: www.afca.org.au

The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints. We do not charge a fee in respect to any complaint.

REVIEW

We will review our Internal Dispute Resolution Policy and procedures annually to ensure that our complaints management systems are operating effectively. The most recent review was in October 2024.