Axess Recoveries & Collections

Complaints

Complaints Handling Process

Axess provides a clear process for receiving, investigating and responding to complaints.

Policy

A complaint exists when a person, company, regulator, government body or representative expresses dissatisfaction with Axess products, services, conduct or complaint handling process, and a response or resolution is explicitly or implicitly expected.

Axess is committed to complying with legislation and guidelines that govern our business and to handling complaints promptly, fairly, objectively and respectfully.

Objectives

  • Provide an effective mechanism for customers, clients, representatives and other parties to raise complaints.
  • Provide an open and responsive complaint handling environment.
  • Investigate and resolve complaints in a timely, fair, consistent and efficient way.
  • Improve business processes, training and customer service standards through review of complaint events and outcomes.
  • Ensure employees understand their obligations in relation to complaint handling.

How to make a complaint

You can make a complaint by:

If you need help to make a complaint, you may use an authorised representative. We may require written authority before discussing account information with another person.

Information to include

Please include your name, contact details, Axess reference number if available, a description of the complaint, relevant dates, any supporting information and the outcome you are seeking.

What happens next

Where possible and appropriate, Axess will try to resolve low level complaints early. If further investigation is required, we will record the complaint, assess its urgency and complexity, and review relevant information before responding.

Collection activity relating to the subject of a complaint may be paused where appropriate while the matter is assessed.

Complaint outcomes

When a complaint has been assessed, Axess will tell you whether it has been accepted, partly accepted or rejected. We will provide reasons for the decision and explain any remedy or action we propose to take.

Possible outcomes may include providing information, an apology, correcting records, modifying an arrangement, refunding an overpayment, changing a process, or another reasonable remedy based on the circumstances.

If you are not satisfied

If you are not satisfied with our response, you may ask us to review the matter. Depending on the complaint, external avenues may include the Australian Financial Complaints Authority, the Office of the Australian Information Commissioner or the Telecommunications Industry Ombudsman.