Internal Dispute Resolution (IDR) Process
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
VIKING ASSET AGGREGATION PTY LTD | ACN 661 296 457 | Australian credit licence 543046 (we/us/our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
How you may lodge a complaint or make a compliment
You can lodge complaints or make compliments by contacting:
Complaints Officer
Viking Asset Aggregation Pty Ltd
Suite 3.01, Level 3, 12 Waterloo Road
Macquarie Park NSW 2113
T: 1800 861 004
E: complimentsandcomplaints@vikingaggregation.com.au
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
To assist complainants who might need additional assistance to lodge a complaint, we:
Dealing with complaints
Our process for dealing with complaints is as follows:
Response timeframes
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply.
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
# the complainant requests a written response; or
# the complaint is about hardship.
Our external dispute resolution scheme – AFCA
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
You can contact the AFCA scheme:
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Finance Avail Pty Ltd | ACN: 66 679 683 768 is a credit representative 561887 of Viking Asset Aggregation Pty Ltd | ACN 661 296 457 | Australian credit licence 543046.
Disclaimer: This website is designed to provide you with factual information only. This information contained within does not take into account your needs, objectives or financial situation. To understand whether a credit product is right for you speak to one of our licensed Finance Brokers. Terms, conditions, fees, charges, and minimum loan amounts apply. Credit is subject to approval by the credit provider. Rates of interest are determined by the credit provider and are based upon your unique credit profile.
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