Complaints Procedure

Mercantile Credit Management Pty Ltd has a formal complaint handling process in place to ensure that your complaint is addressed at the necessary level and within an appropriate timeframe.

Stating Your Complaint

To help us resolve your complaint please provide us with the following details:

  • Your full name and contact details, including postal address.

  • Sufficient detail about the complaint that we can undertake an investigation (e.g. nature of complaint, dates, names, amounts, phone numbers, the credit provider, reference numbers).

Customer's Rights and Responsibilities

Mercantile Credit Management Pty Ltd observes the Complaint Handling Principles outlined below. These principles outline the manner in which your complaint will be addressed.

If you are not satisfied with the result of the investigation or you feel the process was not fair to you, please contact the Complaints Officer using the Mercantile Credit Management Pty Ltd contact details above.

Mercantile Credit Management Pty Ltd Rights and Responsibilities

  • To resolve all complaints in a way that is fair to both you and to Mercantile Credit Management Pty Ltd.

  • To resolve your complaint in accordance with the Complaints Handling Principles.

  • To continuously improve our business and processes.

  • To take sufficient time to complete necessary investigations into the complaint and to keep you informed of the expected completion date or progress made.

Complaint Principles

  • Commitment and Resources — We are committed to the efficient and fair resolution of complaints. The resources required for efficient and effective complaints handling will be available.

  • Fairness — The complaints handling process is to always be fair to both the complainant and to Mercantile Credit Management Pty Ltd and staff.

  • Visibility — The complaints handling process is to be well publicised internally and is to be available to all members of the public and staff, and shall include information on the right to make a complaint.

  • Access — The complaints handling process is to be available to all. Information on making and resolving complaints is to be available, easy to understand and use, and in plain language.

  • Assistance — Where required, Mercantile Credit Management Pty Ltd will provide the necessary support in the formulation and lodgement of complaints. Complainants are to be made aware of the process and timings for Complaint Handling.

  • Responsiveness and Accountability — Complaints will be dealt with quickly. Mercantile Credit Management Pty Ltd has response and resolution time standards for all complaints. These are monitored against the complaints handling performance standards and form part of our monthly management reports.

  • Charges — The complaints handling process is and will remain, free.

  • Remedies — The Complaints Handling Process has the capacity and authority to resolve and implement remedies.

  • Data Collection and Analysis — All complaints are logged and outcomes are regularly analysed.

  • Training and Education — Mercantile Credit Management Pty Ltd staff training and education programmes are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the Complaint Resolution Process with the aim of limiting complaints generally.

  • Reviews — The complaints handling process will be regularly reviewed to ensure it is efficient and delivering effective and fair outcomes in a timely manner.

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