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Optimus Finance Pty Ltd ABN 17 677 244 941 is committed to providing an exceptional client experience each and every time you engage us to assist. We are full members of the Mortgage and Finance Association of Australia (MFAA) and are subject to the MFAA Code of Practice; as well as being members of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.
The AFCA rules require you to attempt to resolve your complaints with the member of AFCA (Optimus Finance Pty Ltd ABN 17 677 244 941) in the first instance via our Internal Dispute Resolution (IDR) process. If the matter is not resolved to your satisfaction through the IDR process, then you are able to lodge the complaint with AFCA for them to consider. If you lodge a complaint with AFCA before Optimus Finance has had an opportunity to resolve the complaint with you directly, AFCA will refer it to Optimus Finance before it can be considered further.
If there is ever an occasion where you are not fully satisfied with a service offered to you, we ask that you first speak with Optimus Finance representative that was assisting you. If you are unhappy with the response you receive from the representative you can ask to have the matter referred to our Director.
The Director can be contacted at:
Optimus Finance Pty Ltd
Phone: 0481 567 200
Email: support@optimusfinance.com.au
All forms of complaints will be registered on our Central Complaints Register and a letter of Acknowledgement will be forwarded to you by the Director of Optimus Finance. We will also request that you provide any supporting documentation and/or relevant file information to the Director of Optimus Finance.
Upon receipt of all the supporting documentation, the matter will be investigated and dependent on the circumstances, a resolution provided to you by the Director of Optimus Finance within 45 days. Should an adequate response not be provided to you within 45 days, the Director of Optimus Finance must inform you of the reasons for the delay and advise you of your right to lodge a complaint directly with AFCA. However, in most circumstances the response from the Director of Optimus Finance will be written and forwarded to you within 45 days, stating the reasons for reaching our decision/s.
In the event that the Director of Optimus Finance rejects your complaint or you are dissatisfied with our remedy should we accept your complaint, we will remind you of your rights to have your complaint lodged with AFCA. Optimus Finance is required to be a member of an approved external dispute resolution (EDR) scheme such as AFCA. AFCA offers an impartial dispute resolution scheme to assist consumers to resolve complaints with participating financial services providers.
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Please note than in receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, Optimus Finance will respect your privacy by complying with our obligations under the Privacy Act 1988. If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Director of Optimus Finance on 0481 567 200 or via email to support@optimusfinance.com.au
Optimus Finance Pty Ltd ABN 17 677 244 941 is a Credit Representative Number 560730 authorised under Australian Credit Licence Number 384704.