Complaints & Compliments
Internal Dispute Resolution (IDR) Process
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
Recharge Lending Pty Ltd | ACN 693 905 181 believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our clients.
How you may lodge a complaint or make a compliment
You can lodge complaints or make compliments by contacting:
Addressee: The Complaints Manager
Recharge Lending Pty Ltd
Address: Suite 510, 89-93 High Street, Kew VIC 3101
Email: hello@rechargelending.com.au
You may also lodge a complaint by speaking to any representative of our business, who will refer you to the Complaints Manager. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
To assist clients who might need additional assistance to lodge a complaint, we:
- Offer multiple methods for lodging complaints, including phone, email, letter, and in person.
- Do not require complaints to be in writing.
- Allow representatives to lodge complaints on behalf of clients, including legal representatives and financial advisers.
Dealing with complaints
Our process for dealing with complaints is as follows:
Acknowledgement:
We will acknowledge receipt of your complaint promptly — within one business day of receiving it, or as soon as practicable.
Assessment and investigation:
We will review your complaint carefully and promptly, taking such steps and reviewing such documents as are reasonably necessary to assess the matter fully.
IDR response:
We will provide a written IDR response setting out the final outcome of your complaint and your right to escalate to AFCA if you are not satisfied with the outcome. Where we reject or partially reject a complaint, we will clearly set out the reasons for our decision.
Response timeframes
We will provide an IDR response no later than 30 calendar days after receiving your complaint.
We do not need to provide a written IDR response if we close your complaint by the end of the fifth business day after receipt because we have:
- Resolved the complaint to your satisfaction, or
- Provided an explanation and/or apology where no further action can reasonably be taken.
However, we must provide a written IDR response if the complainant requests one in writing.
External dispute resolution — AFCA
If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). Recharge Lending Pty Ltd is a member of AFCA. Our AFCA membership number is 122089.
You can contact AFCA:
- By phone: 1800 931 678
- By email: info@afca.org.au
- In writing: GPO Box 3, Melbourne VIC 3001
- Online: www.afca.org.au
The AFCA scheme is a free and independent service established to resolve specific complaints between consumers, small businesses, and financial services providers.