What do you consider when making a decision for a complaint?
We review each complaint on a case by case basis, taking into account the facts that resulted in the complaint, contractual obligations, any applicable laws and ASIC guidance and regulations that apply to credit products.
In making a decision on a complaint we will consider the following:
– What is fair and reasonable
– Code of Banking Practice
– National Consumer Credit Protection Act (NCCP)
– Other applicable legislation
– Relevant industry guidelines