Dispute Resolution
We aim to provide the best service for our customers. In the event that you are unhappy with our service or the result of our service our Internal Dispute Resolution (IDR) process provides that your complaint will be handled efficiently, honestly and fairly.
Port Group Pty Ltd is authorised to engage in credit activities under Australian Credit Licence 389460
Should you wish to contact Port Group to discuss any concerns, please contact:
Complaints Officer
Name: Litsa Christodoulou
Phone: 1300-768-998
Email: admin@portgroup.com.au
Should you not be satisfied with the outcome of our investigation of your complaint, you have the option of contacting the Australian Financial Complaints Authority (AFCA) of which Port Group Pty Ltd is a member.
- Freecall: 1800 931 678
- Email: info@afca.org.au
- Mail: GPO Box 3 Melbourne Vic 3001
- Website: afca.org.au
AWARENESS
All staff and consultants who deal with (or are likely to deal with) clients, are aware of the names, titles and telephone numbers of our Complaints Officer and Deputy Complaints Officer. Each staff member and consultant is also instructed in how to transfer a client who has a complaint to our Complaints Officer or Deputy Complaints Officer; and what client details to record if the Complaints Officer and Deputy Complaints Officer are for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the complaint relates).
We do not charge a fee in respect to any complaint.
INVESTIGATING A CUSTOMER’S COMPLAINT
A client’s complaint will not be investigated by the Complaints Officer if they are in any way involved in the subject matter of the complaint.
TIME LINE
We will provide a written acknowledgement of receipt of your complaint within five (5) business days, unless the complaint is otherwise resolved in the meantime. We will ensure that a final response is given to your complaint as soon as possible, but 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 within twenty-one (21) days.
If we cannot respond to your complaint within the 30 days, Port Group will inform the complainant of the reasons for the delay and of your right to refer the complaint to AFCA.
We will have provided a final response to the complaint and see if there is somehow we can resolve the issue.
WRITTEN RESPONSE TO A CUSTOMER
We will give the complainant a written response to their complaint and the reasons for reaching a particular decision on the complaint. We will adequately address the issues that are raised in the complaint. Where practicable, our response will refer to applicable provisions in legislation, codes, standards or procedures.
DATA COLLECTION
We will keep data concerning the complaint in such form and manner as we think fit and will enable analysis according to: Type of complaint; Subject of complaint; Outcome of complaint; Timeliness of response. So that we can identify any systematically recurring problems, we will classify complaints accordingly. Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of the complaint upon request to our EDR and the Australian Securities and Investments Commission.
REMEDIES
We will when determining an appropriate remedy, take into consideration the extent of the complainant, relevant legal principles, EDR Scheme Rules, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.