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Complaints Handling Policy

As an AFCA Member, we are obligated to promote our membership of the scheme as per RG 271.132. To facilitate this, we widely publicise information regarding how and where complaints may be made. This includes:

  • Publishing our complaints policy online and providing it in hard copy upon request. Information about the IDR process is readily available, not just when a consumer wishes to make a complaint.

The following disclosures are included on our website:

Internal Dispute Resolution (IDR) Process

This policy outlines our internal dispute resolution (IDR) process, which is provided to you free of charge.

NATIONAL FINANCE CONNECTIONS PTY LTD | ACN 661 296 457 | Australian Credit Licence 543046

(we/us/our) believes it’s essential to have the ability, authority, and proper training to address any complaints or disputes raised by our customers.

How to Lodge a Complaint

Complaints can be lodged by contacting:

Mr. Rob Ryan | Chief Operations Officer
National Finance Connections Pty Ltd
Suite 301, 12 Waterloo Road, MACQUARIE PARK NSW 2113
T: 02 8985 7358
E: complaints@vikingaggregation.com.au

You can also lodge a complaint by speaking to any representative of our business, who will then refer you to the Complaints Officer. Please provide clear details of your complaint verbally or in writing.

To assist complainants needing additional support, we:

  • Offer multiple methods for lodging complaints: phone, email, letter, social media, in person, or online.
  • Do not require written complaints.
  • Ensure information about our IDR process is available in various languages and formats.
  • Provide training to all staff to support complainants, including cross-cultural training.
  • Allow representatives to lodge complaints on behalf of complainants.

Dealing with Complaints

Our process for handling complaints is as follows:

  • Acknowledgement: We will acknowledge receipt of your complaint within one business day or as soon as practicable.
  • Assessment and Investigation: We will review your complaint carefully, taking necessary steps and reviewing relevant documents.
  • IDR Response: We will provide a written IDR response outlining the final outcome of your complaint and your right to escalate it to AFCA if unsatisfied. Reasons for rejecting or partially rejecting a complaint will be clearly stated.

Response Timeframes

Generally, we aim to provide an IDR response within 30 calendar days. Specific response timeframes apply to certain credit-related complaints:

  • Default Notices: Within 21 calendar days.
  • Hardship Notices or Requests to Postpone Enforcement Proceedings: Within 21 calendar days, with exceptions if further information is required or an agreement is reached.

We are not obliged to provide an IDR response if your complaint is resolved to your satisfaction or if an explanation/apology is provided, and no further action is deemed reasonable. However, we will provide a written IDR response upon request or for complaints related to hardship.

Our External Dispute Resolution Scheme – AFCA

If we cannot resolve your complaint, you may refer it to the Australian Financial Complaints Authority (AFCA). Contact AFCA:

AFCA provides a free service to independently resolve specific complaints.