Complaints Tracking and Resolution Process

At Tru Blu Collection Services we take customer complaints seriously, hence have built a tracking, escalation and resolution process which enables us to manage customers’ expectations and comply with legal and regulatory requirements in this regard.

A Complaints Register has been placed on the company’s shared drive which will be accessible to all branch staff. This will allow branch staff to record all written and verbal complaints received from customers.

The procedure is as follows:

  1. All Tru Blu Collection Services staff at branch level must record all written and verbal complaints immediately they are received from a customer. The general process governing verbal complaints is to request the customer to place his/her complaint in writing. This will enable the complaint to be dealt with in a timely and formal manner. If the customer does not proceed with a written complaint and is satisfied with the resolution at branch level, then it is not necessary to record the complaint. Only unresolved verbal complaints are to be recorded, however ALL written complaints must be recorded.
  2. Once recorded, the respective State Manager must review and respond to the customer within 3 business days and attempt to resolve the complaint or inform the customer that their complaint has been logged and will be escalated to management for action and resolution.
  3. To ensure the escalation process is properly managed, the branch staff must record and escalate to the State Manager immediately a complaint is logged but unresolved. The State Manager must then attempt to resolve the complaint, failing which must escalate to the appropriate department manager e.g. Collections, Accounts or Operations manager’ after recording the escalation in the register.
  4. If the complain it escalated to any department manger at Head Office, action must be taken promptly and the customer must be contacted or sent a letter within 7 business days from escalation. The main objective of all managers must be to effectively resolve the complaint as soon as possible.
  5. All written complaints received from Government bodies relating to legal and legislative issues must be forwarded to senior management immediately after being logged.

The Complaints Register will be reviewed by senior management periodically.
The details of the credit ombudsman is as follows:

AFCA (Australian Financial Complaints Authority
Monday to Friday 9am – 5pm AEST
Complaints 1800 931 678

All complaints should be lodged online via https://www.afca.org.au/make-a-complaint/.

6. All written complaints received from any external Government body relating to legal and legislative issues must be forwarded to senior management immediately after being logged in the complaints register.

7. The Complaints Register will be reviewed by senior management periodically.

Chief Risk Officer