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Complaints Handling Policy
Our commitment to you
At Novated Lease Australia, we are committed to providing exceptional service. However, we understand that issues may arise sometimes. This policy outlines how we handle complaints to ensure transparency, fairness, and a timely resolution for our customers.
Novated Lease Australia Complaints Policy
How to Lodge a Complaint
If you have a complaint, we encourage you to contact us so we can address your concerns. You can lodge a complaint through the following channels:
- Email: support@novatedleaseaustralia.com.au
- Phone: 0433 089 513
- Mail: 3/201 Miller Street, North Sydney NSW 2060
- In Person: by visiting an NLA office
When lodging a complaint, please provide:
- Your full name and contact details
- A clear description of the issue
- Any supporting documents or information
- The outcome you are seeking
Our Complaints Handling Process
Upon receiving your complaint, we will:
- Acknowledge receipt within 2 business days.
- Assess and investigate the matter thoroughly.
- Provide a response or resolution within 30 business days. If more time is required, we will keep you informed of the progress.
We aim to resolve complaints as quickly and fairly as possible. If you are not satisfied with our response, you may request an internal review with a senior manager.
External Dispute Resolution (EDR)
If you are not satisfied with the outcome of our internal review, you have the right to escalate the complaint to an External Dispute Resolution (EDR) scheme. Novated Lease Australia is a member of AFCA, which provides free, independent dispute resolution services.
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Website: www.afca.org.au
Email: info@afca.org.au
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001.
Commitment to Continuous Improvement
We take customer feedback seriously and use complaints to improve our products, services, and processes. We review our complaints-handling procedures regularly to ensure effectiveness and compliance with relevant regulations.
Privacy and Confidentiality
All complaints will be handled with confidentiality and in accordance with our Privacy Policy. Personal information provided during the complaints process will only be used to resolve the issue and comply with legal obligations.
