Internal Dispute Resolution (“IDR”) Process
HM Finance Group accepts consumer complaints via letter, telephone, fax, in person or by email. All forms of complaints will be registered on a HM Finance Incident Report Form (Complaint form) noting the date of the complaint and a file started regarding the complaint.
No fee is payable for an IDR service through HM Finance.
HM Finance Group, its employees and contractors are members of the Australian Financial Complaints Authority (AFCA). If there is a dispute, the AFCA rules require you to try to firstly try to resolve any complaint with AFCA’s member (HM Finance Group) through their IDR process. All complaints are registered on the HM Finance Group’s Complaints register and reported annually to AFCA. If the matter is not resolved to your satisfaction through HM Finance Group’s IDR procedures, then you are able to lodge the complaint with AFCA for them to consider.
Should a substantive response not be provided to you within 30 days of receipt of your complaint by HM Finance Group, a HM Finance Group’s complaints contact person must give you, the consumer, reasons for the delay and advise you of your right to lodge a complaint directly with AFCA.
In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, HM Finance Group will respect your privacy by complying with their obligations under the Privacy Act 1998 (as amended).
HM Finance IDR Process
- The customer completes a HM Finance Incident Report Form (Complaint form) and submits it, along with any supporting documentation, and any relevant file information to the manager charged with dealing with and complaints submitted to HM Finance.
- A Letter of Acknowledgement will be forwarded to you by the HM Finance Group’s Complaints function. It is a requirement that HM Finance Group acknowledged any complaints within 24 hours of a working day.
- The matter will be investigated and, dependent on the circumstances, a resolution will be provided to you, the consumer, by HM Finance Group within 30 days.
- Any contact made with you will be recorded in a complaint file and the HM Finance Group’s complaint function will advise of all communications, including information discussed.
- Dependant on the circumstances, the HM Finance Group complaints function will provide one of the following substantive responses to the consumer in 30 days:
Complaint Received
Our Complaints Officer will acknowledge your complaint via phone or email with one business day of receiving it, and will formally acknowledge your complaint in writing within 48 hours of your notification
Our Complaints Officer will investigate the matter fully and will attempt to resolve your complaint within 30 business days
If we are unable to resolve your complaint within 10 days we will provide you with an update on how we propose to resolve your complaint and provide you with details on your right to take the complaint to AFCA*
Once all information is provided and our investigation has been completed, our Complaints Officer will write to you and provide our findings
Our findings will include details of your ability to refer the matter to AFCA* if you are not satisfied
(* AFCA refers to the Australian Financial Complaints Authority)
In the event HM Finance may not be able to provide a substantive response within 30 days, the HM Finance Group complaints function will forward you as the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with AFCA.
However, in most circumstances, your resolution response by HM Finance will be written and forwarded to you, stating the reasons for reaching any decision/s. If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints contact person at admin@hmfinancegroup.com.au.
