Complaints

 Complaints handling processes

We value our customers and are committed to providing the highest standards of service. However, if something goes wrong, we want to know about it so we can make things right.

Our complaints procedure is designed to address your concerns quickly and fairly. Whether it’s feedback about a product, service, or experience, we’re here to listen and resolve the issue to your satisfaction.

To make a complaint, please use the following contact details:

• Email: a.schaumkel@unbrokable.com.au
• Phone: 0498 857 597

When making a complaint, please ensure that you provide us with the following information:

• Your full name, contact information and any associated account numbers.
• A detailed description of your complaint, including all relevant information which will enable us to thoroughly consider and evaluate your concerns.
• Any information regarding prior interactions you have had with our team regarding this matter, including the names of those you spoke with and dates you spoke with them.

In some instances, we may require additional information from you to effectively address and resolve your complaint. This may be necessary to ensure that we have a comprehensive understanding of the situation and can take appropriate action.

Internal dispute resolution

Once we receive your complaint, the following steps will be taken internally:

• We will carefully document and consider all details pertaining to your complaint.
• We will respond to the submission of your complaint within 24 hours to confirm receipt and begin the investigation process.
• We will conduct a prompt and thorough investigation into the matter to assess its validity and determine the appropriate course of action.
• Our resolution process will be fair, objective and unbiased to ensure that your concerns are addressed in a satisfactory manner.
• We will work diligently to resolve your complaint as quickly as possible or within a maximum timeframe of 30 days.
• Once a decision has been reached, we will inform you of the outcome and provide a clear explanation of the reasoning behind it.

External dispute resolution

In the unlikely event we cannot resolve your complaint in a satisfactory manner, or you have not received a response from us after 30 days, you can escalate your complaint to the below Ombudsman, a free and independent dispute resolution service provider.

Australian Financial Complaints Authority (AFCA) Limited

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Fax: (03) 9613 6399

Email: info@afca.org.au

Website: www.afca.org.au

Interpreter service: 131 450

National Relay Services:

• Voice Relay: 1300 555 727
• TTY: 133 677
• SMS Relay: 0423 677 767

You can lodge any complaints online via the AFCA website.

It's important to note that the Australian Financial Complaints Authority (AFCA) cannot investigate a complaint until we have had the opportunity to address it ourselves and a minimum of 30 days has passed. This means that we must first be given the chance to respond to your concerns before escalating the matter to the AFCA.

If you require assistance with lodging your complaint, please let us know. We can arrange access to translation services, text telephone (TTY) and the National Relay Service (NRS), as well as provide a copy of this policy in a different language or format.