Complaints and Disputes
ACM Group will investigate all complaints and disputes and resolve them promptly. If
necessary, ACM Group will change its policies and procedures to ensure a high level of
performance and service.
If you have reason to believe that ACM Group have breached your privacy rights we request
that you raise this with the ACM Group Privacy Officer. This can be done by e-mail as
shown below or mail to L3, 287 Elizabeth Street, Sydney, NSW, 2000.
ACM Group Complaints and Disputes Procedure
ACM Group comprises Accounts Control Management Services Pty Ltd and Advanced Credit
Management Pty Ltd. The Group's entities use the same systems and we are always seeking
to ensure that our businesses and staff hold themselves to the highest standards. To
ensure that your complaint or dispute is addressed in an appropriate standard and in
a timely manner, ACM Group has in place a formal internal complaint and dispute handling process.
ACM Group Complaints and Dispute Standards
The following outlines the manner in which ACM Group will address your complaint.
Our Standards
- Address all complaints and disputes seriously and thoroughly.
- Ensure a fair resolution of any complaints and disputes for you and for ACM Group.
- Provide reasonable timeframes for the resolution of complaints and disputes based
on the nature of the complaint.
- Resolve all complaints and disputes in a timely manner and where possible keep you informed of progress.
- Monitor and audit complaints and disputes in line with the company’s Risk Management policies.
- Ensure that the procedures and processes are modified or improved, if required,
eliminating or minimising such matters occurring in the future.
Lodging Your Complaint
To ensure we can resolve complaints and disputes as fairly and as quickly as possible
we need certain details and information from you in a signed written request. We
request that you provide the following:
- Your full name and contact details, including postal address.
- Where applicable your ACM Group Reference Number or account details.
- Names of any ACM Group staff or other body involved in the matter.
- Any relevant dates and times.
- Clear and concise details as to the nature of complaint or dispute.
- What you would like to see happen.
Please address the details of your complaint to:
The Compliance Manager
ACM Group Ltd
Level 3, 287 Elizabeth Street
Sydney NSW 2000
Other ways to lodge your complaint
Do you or someone you know have trouble using the telephone due to a disability?
Find out about the National Relay Service - contact their help desk from 9am to 5pm on:
TTY 1800 555 630 | Voice 1800 555 660 | Fax 1800 555 690
helpdesk@relayservice.com.au
Web: www.relayservice.com.au
Resolution
For all Complaints and disputes our goal is to reach an amicable resolution. However, should
you not be satisfied with the resolution of our internal process you can contact the
Financial Ombudsman Service
which is an external dispute resolution organization. ACM Group is a non-bank member of the
Financial Ombudsman Services which is approved by ASIC and ACCC.