Internal Dispute Resolution Policy V2.0

Australian Premier Finance is committed to a fair and prompt resolution of any disputes
or complaints.
Please let us know of any concerns you may have. Contacting us by phone means that
Australian Premier Finance can learn how to assist you better and continually improve our
customer service. Often complaints are misunderstandings that can be resolved during a
telephone conversation with us.
You can also:
 Call us on (02)49845 890
 Send the complaints contact person a letter to our postal address;

Complaints Contact Person
Australian Premier Finance
PO Box 83
Tanilba Bay NSW 2319

 Fax the complaints contact person a letter to (02)49845 326
 Email the complaints contact person a letter to admin@apfc.com.au

If you fax, email or write to us with a complaint, you will receive an
acknowledgement so you will know that we have received your complaint.
The Complaints Contact Person will assist you with handling the complaint and will advise
if any further information is needed. The Complaints Contact Person will liaise with
managers and staff at Australian Premier Finance to find answers for you and if
appropriate – determine a fair remedy. You will be informed of the decision and the
reasons for that decision. If you are not satisfied with the result of the decision you may
wish to contact the Australian Financial Complaints Authority.
Unless there are exceptional circumstances, we will in all instances respond to your
complaint within 45 days of receipt of the initial complaint.
If we are unable to resolve the complaint within 45 days we will:
 Inform you of the reason for the delay;
 Specify a date when a decision can be reasonably expected; and
 Notify you of right to contact the Australian Financial Complaints Authority
Australian Financial Complaints Authority may be contacted as follows;
Postal address: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678