How to offer feedback or make a complaint:

• Telephone : we can be contacted on 1300 774 562 anywhere in Australia.
• Email or Fax: you can email your complaint to admin@srgfinance.com.au or fax it to 1300 318 388.
• Mail: 46 Gawler Place, Adelaide, SA, 5000.
• In Person: at our office address at 46 Gawler Place, Adelaide, SA, 5000.

How long will it take for us to respond to your complaint?

• Where the complaint is by Telephone / Verbal we will in most cases respond immediately.
• In some cases we allow up to 48 hours should further information be required.
• If the complaint is in writing we allow 5 days from receipt of your complaint.
• If the complaint refers to Financial Hardship we allow 7 Days

How long will it take for your complaint to be resolved?

We try to resolve the issue on the spot. As this is not always possible we allow:

• Resolutions for Financial Hardship: 21 Days
• Resolutions for General Complaints: 45 Days

How we assess complaints:

• We aim to resolve your complaint fairly using relevant information and common sense.

When we assess a complaint we consider the following:

1. The law;
2. Industry Codes and guidelines;
3. Responsible Lending and Good Practice guidelines;
4. What is fair;
5. What is a commercially sensible thing to do.

What if you’re still not happy?

If you still remain unhappy and feel that we have not resolved your complaint satisfactorily then you can apply to the Australian Financial Complaints Authority to have your complaint heard. Before you do so we ask that first give us the opportunity to address your concerns and offer a solution prior to you contacting the Australian Financial Complaints Authority.

The Australian Financial Complaints Authority contact details are:

AFCA
GPO Box 3,
Melbourne, VIC, 3001
Ph: 1800 931 678
www.afca.org.au