Complaints
OUR AIM
At Volkswagen Financial Services Australia Pty Limited (VWFS), we are committed to resolving all complaints fairly, promptly and consistently. From time to time you may be unhappy with a consumer credit product or related services provided by VWFS or its staff and representatives.
HOW TO MAKE A COMPLAINT
If you wish to make a complaint about any of VWFS’ consumer credit products, services or if your complaint has not been effectively resolved after bringing it to VWFS’ attention, please let us know about it by:
| Phone: |
02 9695 6311 |
| Facsimile: |
by filling out a complaint form at the back of this guide and sending it to 2 9695 6399 |
| Post: |
by filling out a complaint form at the back of this guide and sending it to:
General Manager Risk
Locked Bag 5009, Alexandria, NSW 2015 |
| Email: |
admin@vwfs.com.au |
HOW ARE COMPLAINTS RESOLVED
Each complaint is logged in our internal computer database and assigned to an appropriate person to resolve. We have 2 types of dispute resolution processes:
- Internal dispute resolution (IDR) process; and
- External dispute resolution (EDR) process.
Both of the processes are free of charge for you to use.
INTERNAL DISPUTE RESOLUTION
Our Complaints Staff will investigate the complaint and answer your questions and do all we can to resolve the complaint fairly, promptly and consistently in accordance with VWFS IDR Complaints Resolution Policy.
If your complaint cannot be resolved at first contact, we will keep you informed of the progress and aim to give you a full response to your complaint within 10 business days. If the complaint is not resolved by that time, we will keep you advised at regular intervals of the status of your complaint.
In all but exceptional cases we will take less than the IDR statutory response time (see details below) to complete our investigation and give you a full response. If we don’t (in cases other than a complaint about an application for hardship variation or postponement for enforcement proceedings), we will before the end of the required time:
- Inform you of the reasons for the delay.
- Provide you with regular updates on the progress of the investigation.
- Specify a date when a decision can reasonably be expected.
- Inform you of your rights to refer the complaint to the EDR process and their contact details (which are set out at the end of this guide).
We treat all complaints about an application for hardship variation or postponement for enforcement proceedings urgently. But if we are unable to respond in the IDR statutory response time (including if we don’t receive the complaint from you in time), we must refer you directly to the EDR process to resolve these types of complaint.
When investigation of your complaint is complete, VWFS will:
- Advise you of the outcome;
- Advise you of the reasons; and
- Inform you of your right to refer the complaint to the EDR process and their contact details.
IDR STATUTORY RESPONSE TIMES
These are as follows:
1. For complaints other than those under points 2 & 3 below– within 45 days from receipt of the complaint;
2. For complaints involving a default notice – within 21 days from receipt of the complaint; and
3. For complaints involving an application for hardship variation or a request for postponement of enforcement proceedings (Hardship/Postponement Application) the time period runs from the date of receipt of the complaint and ends:
a) where the complaint relates to a failure to respond, consider or agree to the application or request – 21 days from the date of receipt of the application or request; and
b) where we have agreed to the application or request within the 21 days, and the complaint relates to us not properly reflecting the grounds of hardship or conditions of postponement in writing– 30 days from the date of agreement.
OUR EXTERNAL DISPUTE RESOLUTION PROCESS
If you are not satisfied with our IDR process or the way we handle your complaint, you may refer it to the Credit Ombudsman Service (COS).
The COS is a completely independent and impartial body set up to resolve complaints about credit and financial services. This service is free of charge to you.
Please try to resolve your complaint directly with us before contacting COS.
The COS’s contact details are:
CREDIT OMBUDSMAN SERVICE LIMITED
| Phone: |
1800 138 422 [Free call] or (02) 9273 8400
9am– 5pm AEST |
| Fax: |
02 9273 8440 |
| Email: |
info@cosl.com.au |
| Postal Address: |
PO Box A252
Sydney South, NSW 1235 |
| Website: |
www.cosl.com.au |