Complaints Policy

At JBF Solutions, we are committed to providing you with the best possible service. If we have not met your expectations, or you are dissatisfied with any aspect of the service we provide, we want to hear from you. This policy explains how you can make a complaint and how we will deal with it.

JBF Solutions Pty Ltd is a Credit Representative (Credit Representative Number 569424) of Purple Circle Financial Services Pty Ltd (ABN 21 611 305 170), Australian Credit Licence 486112. As a Credit Representative, we maintain an Internal Dispute Resolution (IDR) process that meets the standards and requirements approved by the Australian Securities and Investments Commission (ASIC) under Regulatory Guide 271. Our IDR service is provided to you free of charge.

What Is a Complaint?

A complaint is an expression of dissatisfaction made to us about our products, services, our staff, or our handling of a complaint, where a response or resolution is expected. You do not need to use the word “complaint” for your concern to be treated as one.

How to Make a Complaint

You can make a complaint in whatever way is easiest for you. In the first instance, please contact JB Fremy, Director:

You may also raise your complaint with any member of our team, who will refer it to the appropriate person. Please provide as much detail as you can so we can address your concern fully. You may do this verbally or in writing.

To make sure everyone can raise a complaint with us, we:

• offer several ways to lodge a complaint, including phone, email, letter and in person;
• do not require complaints to be made in writing;
• will arrange access to interpreter or other support services where they are needed; and
• accept complaints made on your behalf by a representative, such as a family member, friend, financial counsellor or legal representative, with your authority.

How We Handle Your Complaint

1. Acknowledgement. We will acknowledge your complaint promptly, within one business day of receiving it, or as soon as practicable.
2. Assessment and investigation. We will review your complaint carefully, fairly and promptly, gathering the information and documents reasonably necessary to understand and resolve it.
3. Resolution and response. Where possible, we aim to resolve your complaint quickly. If JB Fremy is unable to resolve it to your satisfaction within five business days, it will be escalated to our Complaints Officer (see below). We will provide you with a written IDR response that sets out the outcome, the reasons for our decision, and your right to take the matter to the Australian Financial Complaints Authority (AFCA) if you remain dissatisfied. If we reject or partially reject your complaint, we will clearly explain why.

Response Timeframes

We will provide our written IDR response no later than 30 calendar days after receiving your complaint. Shorter timeframes apply to certain credit-related complaints:

• complaints involving a default notice: no later than 21 calendar days;
• complaints involving hardship notices or requests to postpone enforcement proceedings: no later than 21 calendar days. Exceptions apply if we do not have sufficient information to make a decision, or if we reach agreement with you.

We do not need to send you a written IDR response if we resolve your complaint to your satisfaction, or give you an explanation and/or an apology, by the end of the fifth business day after we receive it. However, we will still provide a written response if you ask for one, or if your complaint relates to financial hardship.

If You Are Not Satisfied – Complaints Officer

If your complaint has not been resolved to your satisfaction, you can contact our Complaints Officer directly:

Our External Dispute Resolution (EDR) Scheme – AFCA

If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service for consumers. You may refer the matter to AFCA at any time, but if our IDR process is still in progress, AFCA may ask that our process be completed first.

Time limits apply to lodging a complaint with AFCA. Please contact AFCA or visit their website for details.

Privacy and Confidentiality

We treat all complaints confidentially. We will only use and disclose the personal information you provide as reasonably necessary to investigate and resolve your complaint, or as otherwise permitted or required by law. Complaint records are stored securely. For more information about how we handle your personal information, please see our Privacy Policy.

Our Commitment to Fairness

We will deal with your complaint in an objective, unbiased and equitable manner. Wherever possible, complaints will be considered by a person who was not directly involved in the matter, and we will give reasons for our decisions.

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