Dispute resolution policy

'We', 'us' and 'our' refer to Prosperitii ABN 56 645 976 745, operating under the Australian Credit License of our aggregator and related businesses. Our aim is to provide our clients with the highest levels of service; even with the best of intentions things can sometimes go wrong. If there are any concerns with the service received it is important that we are aware of the issues and are awarded the opportunity to resolve them in a fair manner.

How to contact us about a dispute

Our Dispute Resolution contact can be contacted as follows:

• E-mail: [email protected]
• Postal address: 405/74 Pitt St, Sydney, NSW, 2000

You will receive an acknowledgement confirming we have received your correspondence. To assist us we ask that you clearly explain all matters relevant to the issue and the remedies you seek. Upon receipt we will contact you if any further information is needed.

How we handle your complaint

Once all information is to hand, we will investigate the matter thoroughly and inform you of the outcome as soon as possible. Unless there are exceptional circumstances, we will in all instances respond within 30 days of receipt of the initial contact. If we are unable to resolve the complaint within 30 days, we will:

• advise you of the reason for the delay; and
• specify a date when a decision can be reasonably expected.

Principles we observe

We will observe the following principles in handling your complaint. We expect that both parties will:

• make a genuine attempt to resolve a complaint promptly;
• provide all essential and relevant information, documents, written statements, and any other materials that may properly and reasonably be believed to assist in resolving the complaint; and
• comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Our external dispute resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority), our member number is 103742, and you can contact them on phone 1800 931 678. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.