Dispute Resolution Policy

We are committed to resolution of any concerns or complaints quickly, fairly and efficiently. We welcome feedback and complaints as a positive means of reviewing and improving our business practices. Our internal dispute resolution (IDR) process is open to anyone who deals with us:

  • Customers;
  • Merchants/ practitioners;
  • Service providers;
  • Partners;
  • Contractors; or
  • Any other person.

EDR Membership

We are a member of an External Dispute Resolution (EDR) scheme via the Australian Financial Complaints Authority (AFCA) under member number 70636, and we accept EDR scheme decisions and implement their recommendations as soon as we are informed of them. In addition, we adopt the following principles:

  • We take reasonable steps to ensure customers know about the existence of our IDR procedures and how to make a complaint, and this information will be readily available, not just at the time a consumer wishes to make a complaint or dispute.
  • We ensure that all staff who deal with customers, not just complaints or disputes handling staff only, have an understanding of our IDR procedures.
  • We address each complaint in an equitable and objective manner, and where possible, a complaint is investigated by staff not involved in the subject matter of the complaint.
  • Our IDR service is free of charge.
  • We keep information confidential.
  • We are helpful, user friendly and communicate in plain English, showing our commitment to resolving complaints.
  • Complaints are classified and then analysed to identify systemic recurring and single incident problems and trends.

Staff Awareness

All VSPRY service staff are expected to inform complainants about our IDR/EDR processes as soon as they become aware of a concern, to give high priority to resolving complaints quickly and to assist any complainant through the process. A VSPRY senior manager is responsible for compliant management and compliance, and they oversee a register of all complaints, resolutions, analysis and actions to improve our business practices. We report annually to regulators on any compliance breaches indicated through the complaints process and the policies and procedures subsequently implemented to improve our business practices.

Complaints by:

  • Secure messaging on our VSPRY CHAT service on this website;
  • Telephone on 1800 934 185 or +61 7 3184 4111 if calling from overseas. You can also contact the National Relay Service and ask for 1800 934 185;
  • Email to complaints@vspry.com; or by
  • Speaking to any representative of our business.

Definition

We adopt the definition of “complaint” in AS ISO 10002-2014, namely “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”. Our definition extends to posts on a social media channel or account owned or controlled by VSPRY, where the author is both identifiable and contactable. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.

Our Process

  1. A senior manager will review a complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.
  2. We will acknowledge your complaint within 1 business day, and attempt to resolve within 5 business days.
  3. If a senior manager is unable to resolve a dispute within 5 business days, we will provide a written final response to a complainant within 21 days, which states: (a) the final outcome of the dispute at IDR; (b) the right to take their dispute to EDR (no matter what the result of the investigation was at IDR); and (c) the name and contact details of our EDR scheme.
  4. If the senior manager is unable to give a final response within the specified period, they will, before the end of the period: (a) inform the complainant of the reasons for the delay; (b) advise the complainant of their right to complain to the EDR scheme; and (c) provide the complainant with the name and contact details of our EDR scheme.

Solutions

If a complaint is justified, the senior manager will recommend a solution comprising one or more of the following:

  • An apology;
  • Compensation;
  • Variation of contractual obligations;
  • A free service; or
  • A combination of the above.

Legal Proceedings

Unless the statute of limitations is about to expire, legal proceedings will not be commenced or continued nor will any other enforcement action be taken during the IDR period and for at least 14 days from giving a final response.

AFCA Details

  • Telephone 1800 931 678;
  • Visiting their website; or by
  • Mail addressed to Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne, VIC 3001.

OAIC Details

You can also approach the Office of the Australian Information Commissioner about the way we handle your personal information. The Commissioner can be contacted via post to GPO Box 5218 Sydney NSW 2001, or via telephone on 1300 363 992, or via email at enquiries@oaic.gov.au, or via their website.

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