Complaints Policy

At Fresh Start Cars, we are committed to providing the highest quality of service to our customers. However, we understand that sometimes things don't go as planned. If you have a concern or complaint about our services, we want to hear from you so we can address the issue and make it right.

This policy outlines our Internal Dispute Resolution (IDR) process and explains how you can lodge a complaint, how we will handle it, and what your options are if you are not satisfied with the outcome.

1. How to Make a Complaint

Our complaints process is completely free of charge. You can lodge a complaint with us via any of the following methods:

Email: admin@freshstartcars.com.au
Phone: 1300 642 277
Mail: Complaints Officer, Fresh Start Cars, Unit 14/17 Rivergate Pl, Murarrie QLD 4172

To help us resolve your issue as quickly as possible, please provide:

Your full name and contact details.
Your application or reference number (if applicable).
A clear description of your complaint and the outcome you are seeking.
Any supporting documents or evidence.

2. Our Internal Dispute Resolution Process

Once we receive your complaint, we will manage it according to the following strict timeframes:

Acknowledgement: We will acknowledge receipt of your complaint within 24 hours (or one business day) of receiving it.
Investigation: Our Complaints Officer will conduct a fair, objective, and thorough investigation into your concerns. We may contact you during this time if we need additional information.
Final Response: We are committed to resolving your complaint as swiftly as possible. We will provide you with a written final response outlining the outcome of our investigation and the reasons for our decision within 30 days.

3. External Dispute Resolution (AFCA)

If you are not satisfied with our final response, or if we have not resolved your complaint within the 30-day timeframe, you have the right to escalate the matter to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair, independent, and free financial dispute resolution to consumers.

You can contact AFCA using the following details:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

4. Accessibility and Assistance

We are committed to making our complaints process accessible to everyone. If you require assistance to make a complaint (for example, if you have a hearing or speech impairment, or if English is not your first language), please let us know.

You can also utilize external support services such as the National Relay Service (NRS) or the Translating and Interpreting Service (TIS) to communicate with us.