HOW WE RESOLVE COMPLAINTS AND DISPUTES
We have an Internal Dispute Resolution process and are also a member of an External Dispute Resolution Scheme.
If you have a complaint about our services, please contact us. We aim to resolve the majority of complaints within five (5) business days. If we believe it may take longer to resolve your complaint or to investigate the matter thoroughly, we will let you know and keep you informed of progress.
You can make a complaint in writing (letter or email) or verbally (telephone or personal representation). Your complaint will be referred to our complaints officer for response.
Our complaints officer is:
- Contact: Harley West
- Telephone: 038 568 6000
- Email: harley.west@ratedetective.com.au
- Fax: 03 8672 3561
- Mail: Harley West, Rate Detective Pty Ltd, PO BOX 11, Heidelberg 3084 VIC or
Level 10, 99 Queen Street, Melbourne VIC 3000 (address for notices)
In many cases, we will be able to resolve your complaint using our internal dispute resolution process. However, if we are unable to resolve your complaint to your satisfaction then you may refer the matter to our external dispute resolution scheme provider. This is a free service designed to provide you with an independent mechanism to resolve specific complaints.
Our external dispute resolution scheme provider is Australian Financial Complains Authority. You can contact them at no cost by:
- Telephone: 1800 931 678 (free call)
- Website: http://www.afca.org.au/
- Mail: GPO Box 3, Melbourne VIC 3001
All details are current as November 2nd 2018. We publish minor changes on our website and periodically will update our Credit Guide.
Find out what our customers are saying
Here’s what a loan might look like
Here’s what a medium loan might look like…
You’re after a loan for car repairs for $2,500 and are looking to make payments back on a weekly basis over 2 years.
In the above example You’ll pay:
- Loan Amount Financed: $2,500
- Establishment fee: $400 (Set by NCCP)
- Amount of Credit of the Loan: $2,900
- Total Amount of Interest Payable: $1,590.86
- Repayments: 103 x $43.19 + $42.31 (a final payment)
- Total Amount of Repayments: $4,490.88
- Nominal Percentage Rate (Interest) per annum: 48% as defined by NCCP
- Minimum loan period: 61 days
- Maximum loan period: 2 years