Internal Dispute Resolution Policy
Complaints Handling Procedure
Effective: December 2024
Blackrock Leasing Pty Ltd (trading as millarX)
ABN 15 681 267 818 | ACN 681 267 818
Australian credit licence 569484
Ivanhoe, VIC 3079
Our Commitment to You
At millarX, we are committed to providing high-quality credit assistance services. However, if something goes wrong, we want to know about it and resolve it quickly and fairly.
This policy explains how you can make a complaint and how we will handle it in accordance with our obligations under the National Consumer Credit Protection Act 2009 and ASIC Regulatory Guide 271.
We promise to:
- Treat all complaints seriously, promptly and fairly
- Keep you informed throughout the process
- Protect your privacy and handle complaints confidentially
- Use feedback to improve our services
- Provide this service free of charge
How to Make a Complaint
Contact Us Directly
In most cases, complaints can be resolved quickly by speaking with us directly. Please contact us by phone or email and we will do our best to resolve your concerns immediately.
Phone: 1800 498 500
Email: info@millarx.com.au
Lodge a Formal Complaint
If your concern is not resolved to your satisfaction, or if you prefer to put your complaint in writing, please lodge a formal complaint with our Internal Dispute Resolution (IDR) team.
Your complaint should include:
- Your full name and contact details
- A clear description of your complaint
- When the issue occurred
- Any relevant documentation
- What outcome you are seeking
Acknowledgement & Investigation
We will acknowledge receipt of your complaint in writing within one (1) business day. We will then investigate your complaint thoroughly and provide you with a written response within 30 calendar days. If the matter is complex and requires more time, we will keep you informed of our progress.
External Dispute Resolution
If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you may escalate the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.
Contact Our Complaints Officer
Complaints Officer
Ivanhoe, VIC 3079
Acknowledgement within 1 business day
Resolution within 30 days
What Happens After You Complain
- Acknowledgement: We will send you a written acknowledgement within one (1) business day of receiving your complaint, including the name and contact details of the person handling your matter.
- Investigation: We will investigate your complaint thoroughly and may contact you for further information.
- Response: We aim to resolve complaints within 30 calendar days. If we cannot resolve the matter within this timeframe, we will write to you explaining why and when you can expect a response.
- Outcome: Our written response will explain our decision, the reasons for it, and your options if you are not satisfied.
External Dispute Resolution – AFCA
If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 30 days, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides a free, fair and independent external dispute resolution service for consumers. We are a member of AFCA and are bound by its decisions.
Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001
Note: AFCA will generally require that you attempt to resolve the complaint with us first before accepting your complaint.
Privacy Complaints
If your complaint relates to how we have handled your personal information or credit information, you may also contact the Office of the Australian Information Commissioner (OAIC).
Important Notice
This Complaints Policy may be updated from time to time. The current version will always be available on our website. Making a complaint will not affect any ongoing services we provide to you.