Complaints Handling Policy
We take all complaints seriously and are committed to resolving them fairly, promptly, and professionally.
How to Make a Complaint
If you are unhappy with our services, you can contact us using any of the following methods:
Post
Complaints Officer
Shielded Finance Pty Ltd
Level 4, 41 First Avenue
Maroochydore QLD 4558
Please include in your complaint:
- Your full name and contact details
- A clear description of the issue or concern
- What outcome you are seeking
- Any relevant documents or correspondence
Our Internal Process
Acknowledgement
We will acknowledge receipt of your complaint within 1 business day.
Investigation
We will investigate your complaint thoroughly and fairly, considering all relevant information.
Resolution
We aim to resolve all complaints within 30 calendar days. If we need more time, we will keep you informed of our progress.
Response
We will provide you with a written response outlining the outcome of our investigation and any actions taken.
External Dispute Resolution
If you are not satisfied with our response, or if your complaint remains unresolved after 30 days, you have the right to refer the matter to our external dispute resolution scheme at no cost to you.
Australian Financial Complaints Authority (AFCA)
AFCA is an independent, not-for-profit organisation approved by the Australian Government to resolve financial disputes. Their service is free for consumers and small businesses.
🌐 Website: www.afca.org.au
📞 Phone: 1800 931 678 (free call)
✉️ Email: info@afca.org.au
📮 Mail: GPO Box 3, Melbourne VIC 3001
Note: You must contact us first and allow us the opportunity to resolve your complaint before referring it to AFCA.
Regulatory Complaints
For complaints about privacy matters, you may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
For general consumer complaints, you may also contact your relevant state or territory consumer protection agency.