‘We’, ‘us’ and ‘our’ refer to COG Aggregation Pty Ltd ACN 124 319 857, Australian Credit Licence 389527 and our related businesses.
At COG Aggregation our aim is to provide our clients with superior service, but we know that despite our best efforts sometimes things can go wrong.
If you have any concerns with the level of service received it is important that we are aware of the issues and have an opportunity to restore your confidence.
We understand a simple misunderstanding which is left unresolved can lead to a negative lasting impression. We recommend that in the first instance you speak with the person with whom you originally dealt to see if an amicable outcome can be achieved.
If after speaking with your contact if you still feel the matter has not been resolved, we invite you to escalate the matter to our Dispute Resolution Officer for further investigation.
In this regard, our Dispute Resolution Officer can be contacted as follows:
Phone: 1300 887 754 (during business hours).
E-mail: [email protected]
Postal address: 1 Elgin Place, Hawthorn VIC 3122
If you have chosen to e-mail or write to us, 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.
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
- specify a date when a decision can be reasonably expected
We will observe the following principles in handling your complaint:
There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution.
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 42974, 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.