Compliment & Concerns

At Selpam Finance, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

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Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

You can contact us by whichever of the following means best suits you:

Email: info@selpamfinance.com.au

Phone: 1300 000 515  

Mail:
Compliance Manager 
Selpam Finance Pty Ltd
PO Box 40, South Melbourne, Vic 3205

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Concerns

We (Selpam Finance Pty Ltd is an Authorised Credit Representative 572942 of Australian Credit Licence 384704) are committed to providing all our customers with excellent service. However, if you or any customer believes we have not adequately met our obligations, or you have a complaint about any of our services; we encourage you to let us know so we can resolve to your satisfaction.

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What Is A Complaint?

A complaint is defined in AS/NZS 10002:2014 and ratified by ASIC as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or legally required.” Any person who is dissatisfied with our service, for any reason, may contact us to complain. Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our customers, this policy does not apply to feedback of this nature.

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How to lodge a compliment

If for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

• Email: complaints@finsure.com.au
• Phone: 1300 346 787 (Option 3.)
• Mail:
  Complaints Officer
  Finsure Finance and Insurance Pty Ltd Limited
  Level 27, 10 Carrington Street
  Sydney NSW 2000

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

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Extra assistance

Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer know. We will then attempt to rectify any such challenge.

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Our internal resolution processes

Upon receiving a complaint in writing, our Complaints Officer will attempt to contact the complainant within a maximum 24 hours, using the same medium that complaint was received or in a manner requested by complainant. This initial contact will be to at least acknowledge receipt of the complaint and our intent to investigate and resolve asap. Subsequently, our Complaints Officer will proactively and respectfully address the matter directly with the complainant with an intent to resolve within 5 business days. Sometimes this will not be possible, but in all circumstances, we will formally respond in writing within a regulatory maximum of 30 calendar days from when the complaint was first received. Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business days, our Complaints Officer will put in writing the following details to the complainant:

• Details of complaint received.

• Contact details of our Complaints Officer.

• Outcome of our internal complaint investigation, including steps and decisions taken.

• An explanation of our decision measured against complaint made and investigation taken.

• The complainant’s right to contact our External Dispute Resolution body (see details below should they not be fully satisfied with the outcome of our internal process.

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External Dispute Resolution

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 117643. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows:

• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Mail:
  Australian Financial Complaints Authority
  GPO Box 3
  Melbourne VIC 3001