How to raise a concern, how we handle it, and where to go if you're not satisfied with our response.
At Broli Finance, we aim to provide the very best service for our customers. If you are not satisfied with our service, we want to hear from you so that we can improve.
If you have a concern that we have not been able to resolve and you would like to make a formal complaint, you can do so through our internal dispute resolution process — designed to deal with complaints genuinely, efficiently and effectively.
When we receive a complaint, we will do our best to resolve it promptly. To help us do this, we ask that you provide:
all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint
any additional information that we may reasonably request within a reasonable timeframe
You can lodge a complaint by contacting our Complaints Officer through any of the following:
Internal · Complaints Officer
Email: complaints@afgonline.com.au
Phone: 1300 130 987
Post: Complaints Officer, Australian Finance Group Ltd, GPO Box 2730, Cloisters Square WA 6850
The Complaints Officer has the necessary experience and authority to handle your complaint. Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know so they can make the necessary arrangements.
If you are not satisfied with our response, or we do not reach agreement within the prescribed timeframe — 30 days for most complaints, and 21 days for complaints involving hardship, postponement of enforcement proceedings or default notices — you may refer your complaint to our external dispute resolution provider.
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
AFCA provides a free, independent mechanism to resolve certain complaints.