Dispute Resolution

Dispute Resolution

INNOVATE FINANCE GROUP Pty Ltd, t/a PropertiBuddy is committed to building mutually beneficial long-term relationships in the financial services market by putting our customers and our service, first. We value feedback on the service we provide, the products we offer and our people. We use this feedback as a means of identifying opportunities to improve our services to you. If you are not satisfied with any aspect of our products, processes or services, please contact us.

If the dispute is about one of the insurance products offered on behalf of an Insurance Company, Simon Motor Group is required to report the dispute to the insurance company under the General Insurance Code of Practice. We will therefore refer your complaint directly to that insurance company to resolve.

Our staff will make every effort to resolve your concerns as quickly as possible. If our staff are unable to resolve your complaint, they will refer you or the complaint to their manager and if the manager cannot resolve your concerns, the manager will refer you or your complaint to our Internal Dispute Resolution Officer. If you do not wish to make your complaint to a staff member you can contact our Internal Dispute Resolution Office directly.

If we receive a complaint we will tell you how long it will take to investigate and resolve it. In the unlikely event that we are unable to resolve your complaint in this time frame, we will tell you and keep you informed of the progress of our investigations.

The role of our Internal Dispute Resolution Officer is to independently investigate complaints and to try to resolve them satisfactorily in accordance with our internal dispute resolution policy. The Officer has the authority to make a final decision and will notify you in writing of this decision.

We have an internal policy that ensures that all complaints are referred to and reviewed by the appropriate levels of management at Ladbroke. Such reviews are to ensure that all complaints are resolved appropriately, fairly and in a timely manner where possible. These reviews also provide management with valuable information that may identify a need to review processes to overcome common issues and to also highlight training requirements for our staff. Our internal dispute resolution process is free of charge to you.

If we are unable to reach a mutually satisfactory resolution to your complaint we will refer you to one of the following external dispute resolution organisations:

• If your dispute is about our service, the finance products we offered, our sales and marketing processes, or the handling of a complaint, you can refer the matter to:

The Credit and Investments Ombudsman (CIO) Website: www.cio.org.au
Phone: 1800 138 422
Post: Credit and Investments Ombudsman Ltd,
PO Box A252,
South Sydney NSW 1235

• If you require assistance in understanding how our internal dispute resolution process works or you would like to lodge a complaint directly with our Internal Dispute Resolution Officer please contact our:

Internal Dispute Resolution Officer Phone:
Post: Suit 317 Locked Bag 1
Robina T.C,
QLD 4223

• If your dispute is about our collection, use or access to your personal information, you may refer the matter directly to the Australian Privacy Commissioner who will investigate your concerns and make a decision at no cost to you.

Australian Privacy Commissioner Website: www.privacy.gov.au/complaints Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001 Email: privacy@privacy.gov.au