- info@mercatura.com.au
- +33 877 554 332
Dispute And Complaints Resolution
We are committed to providing our clients with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. Our internal dispute resolution process provides that your complaint will be handled efficiently, honestly and fairly.
The complaint need not be in writing and may be presented by any reasonable means, for example, letter, telephone, email or in person. Please ensure you give us full particulars of your complaint.
How to make a Complaint and the Complaints Process
A complaint can be lodged direct to the Complaints Officer (details below) or with any representative of Mercatura Australia Pty Ltd who will refer you to the Complaints Officer:
Name: Andre Taye, Director
Phone: +61 (0)411 694 804
Email: info@mercatura.Com.au
Mail: Mercatura Australia Complaints, PO Box 13, Kent Town DC, SA 5071
We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated. We will update you progressively as per the details below.
Complaints about Third Party Products or Services
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.
Keeping you Informed
Our Complaints Officer will acknowledge receipt of your complaint within one business day. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.
Within 30 (thirty) calendar days from the date you lodge the complaint with us, we will write to you advising you of the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
External Dispute Resolution Scheme
If you do not think we have resolved your complaint to your satisfaction, you may take the matter (free of charge) to the Australian Financial Complaints Authority, or AFCA.
You may refer the matter to the External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is the Australian Financial Complaints Authority (AFCA), whom provide fair and independent financial services compliant resolution that is free to consumers, they can be contacted as below:
Phone: 1800 931 678 (free call)
Website: afca.org.au
Email: info@afca.org.au
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC