Complaints Handling Policy

We provide this information to assist you with making a complaint.  There is no charge at any stage for accessing any part of the complaint management process.

If you are unhappy or dissatisfied with our decision or any aspect of our service, then we want to hear from you.

You can tell us…

• By phone: 1800 10 10 44

We will put you in contact with an appropriate person to deal with your complaint.

• In Writing (PO Box R299, Sydney NSW 1225)

Send us the full details of your complaint together with supporting documents and an explanation of your expectations.

• By e-mail: CustomerComplaints@enthusiast.com.au

Send us the full details of your complaint together with supporting documents and an explanation of your expectations.

In responding to your complaint we will:

• Acknowledge we have received it;
• Allocate handling of the complaint to a person with appropriate authority, knowledge or experience;
• Inform you of the name and the relevant contact details of the person assigned to manage the complaint, noting that this may change where a complaint is escalated internally;
• Listen to you, consider the facts and contact you to attempt to resolve your complaint as soon as possible;
• Only ask for information that is relevant to our decision;
• Keep you informed of progress at least every 10 business days;
• Make a decision about the complaint within 30 calendar days;
• We will give you the information that we relied on when making a decision about your Complaint within 10 business days of you asking us for that information.

We have internal processes for escalation of a complaint.  If we are unable to provide you with a final decision within 30 calendar days, we will inform you before the end of that period of the reasons for the delay. For retail products we will also advise you of your rights and your options to escalate your complaint to external dispute resolution.

Where a complaint relates to certain specified matters, or where a complaint is not able to be resolved to your satisfaction within 5 business days, we will provide a written response. The content will vary depending on the nature of the complaint but will typically include an explanation of the outcome of the process with enough detail for you to understand the basis of the decision.

If your complaint has not been resolved to your satisfaction, you may be able to lodge the complaint with the Australian Financial Complaints Authority (AFCA).  AFCA provides fair and independent financial services complaint resolution that is free to consumers.  There is some helpful information available on their website.  You can contact them by:

Website:            www.afca.org.au

Email:                info@afca.org.au

Telephone:        1800 931 678 (free call)

In writing:          Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA’s decisions are binding on us in accordance with AFCA’s rules, provided you accept the decision.  However, where you do not agree with the decision, you may pursue alternatives such as legal advice or other external dispute mechanisms.

If your complaint relates to privacy, you may also communicate with the Office of the Australian Information Commission.

We will consider the substance of all complaints. However, we will not continue to investigate or deal with a complaint where we consider the conduct of the person making the complaint is unreasonable.

Unreasonable conduct may include (but is not limited to):

• abusive, trivial or vexatious behaviour;
• inappropriate demands or expectations;
• excessive or persistent repetition of an issue, or
• persistent contacting of staff while a complaint is being investigated or after an outcome has been provided.