The nlc Group (‘nlc’) being nlc pty ltd (ACN 052 442 645), nlc insurance pty ltd (ABN 64 104 847 252) and nlcfinance pty ltd (ACN 163 430 199) and its related bodies are committed to providing our clients and customers with the highest standards of financial and insurance products and support services and motor vehicle advisory and referral services ("products and services").
In order to assist nlc to respond appropriately, all forms of complaint need to be documented and assessed as part of an ongoing process. If you are unhappy with our products and services we would like you to tell us about the dissatisfaction so we can investigate and where appropriate take action to correct the situation and prevent it from happening again.
At nlc our aim is to provide quality products and services and support services and if an issue arises and you are not happy or we have not met your expectations then we have a process in place to deal with this in an appropriate manner.
Our policy is to deal with all complaints in a professional and timely manner. nlc will work with all complainants to establish a resolution that is fair to all parties and accurately reflects nlc terms and conditions and all relevant codes and guidelines.
3. Definition of a complaint
A complaint or dispute ("complaint") is any expression of dissatisfaction made to nlc in writing or orally in relation to our products and services, or ancillary support services, or our complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
4. How a complaint can be made
On-Line: You can submit a complaint via the Feedback Form located on our website.
Orally: You may lodge a complaint in person or by phone.
In Writing: You can write to us directly as follows;
The Complaints Manager
Level 3, 102 Albert Road
South Melbourne, Victoria, 3205
Or by calling us on our toll free number: 1800 652 652
If you call us to make a complaint, we will ask you to confirm that we have understood your complaint and have taken down the details of the complaint correctly. We will send you an email, letter or fax to request your confirmation.
A complaint process may also be activated and registered by a Director of nlc by referral of a complaint by a Director on behalf of a customer to the Complaints Manager.
5. How we deal with a complaint
We take your complaints seriously and wish to assess and resolve your complaints as they give us important information about how we can better service and support all our customers. The nlc Complaints Manager is responsible for reviewing complaints to ensure they are dealt with appropriately.
If we are unable to resolve your complaint on the spot we will acknowledge the complaint and try to resolve it as quickly as possible. In some situations there are complicated facts or circumstances or situations where we need to deal with third parties. It may take several weeks to investigate your complaint and address the issues raised in your complaint.
Ensuring that complaints are addressed and resolved in a timely manner is a major factor in ensuring satisfactory outcomes. We have implemented standard response times and procedures for dealing with complaints which will be assessed regularly to ensure that staff and customers are satisfied with response times.
7. Investigation of complaint
We will make every reasonable effort to investigate all complaints. We will liaise with staff, contractors and any other relevant parties to investigate complaints and ensure a satisfactory outcome for the complainant. A record of all information relating to the investigation will be kept in a central repository and assigned to the relevant complaint.
8. Resolution of complaint
Following the appropriate investigation we will advise the complainant, as soon as possible, of the action or decision taken in regards to the complaint. We will also take actions to prevent similar complaints occurring in the future.
9. Accountability, commitment and promotion
All nlc staff, contractors and consultants are required to understand and follow the Complaints Policy and Procedures when dealing with a complaint. We will continue to review and improve our Complaints Policy, Procedures and Handling Processes.
10. Other options
If you are not satisfied with the outcome or you believe nlc did not provide you with a fair hearing please advise the nlc Complaints Manager. If we think it appropriate we will undertake a full review of your concerns and issues.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
nlc Group AFCA membership numbers:
nlc Pty Ltd: 22773
nlc Insurance Pty Ltd: 14258
nlc Finance Pty Ltd: 32757
This nlc Complaints Policy represents our policy as at 01/09/2014. nlc may change this policy from time to time. Any amendment will be made on a prospective basis. i.e.all complaints received before the time of any amendment will remain subject to the Complaints Policy applicable before the amendment.
Date 01/09/2014 Copyright © 2014 nlc