Dispute Resolution

Lodging a dispute or complaint

At Pioneer Credit, we pride ourselves on providing our customers with fantastic service.

If you feel like we have ever fallen short of this commitment we would certainly like to know about it, and will strive to win back your trust.

Should you wish to make a complaint regarding either Pioneer Credit Connect or Pioneer Credit Broking Services; you should in the first instance ask to speak with a Connect Team Leader by calling 1300 015 133. Any member of the Connect team will transfer your telephone call to their Team Leader at your request.

In the event that a Team Leader is unable to address your concerns adequately over the phone you may request a formal review of your complaint via our Internal Dispute Resolution process. If you would like this to occur it is helpful to put your complaint in writing to us.

Our contact details for lodging a written complaint are below:

Email: connect@pioneercredit.com.au

Post: PO Box 5673, Perth WA 6831

 

What to expect

What happens when you make a complaint?

Our unwavering objective when we receive a complaint is to resolve it in a satisfactory manner internally and as quickly as possible.

Step 1: Our Compliance team will address your concerns by investigating the full circumstances surrounding the complaint. We will directly review and address the complaint and will respond to you as soon as possible. A typical turnaround time for a full investigation and response is somewhere between 21 days but we will respond sooner wherever possible.

Step 2: If after receiving our response, you feel your complaint requires further action, the matter will be escalated for additional assessment. Again we will respond to you with our findings as quickly as the individual circumstances of the matter allow.

What happens if you are still dissatisfied with Pioneer Credit’s Complaints Procedure?

Step 3: In the unlikely event that your complaint cannot be resolved directly with Pioneer Credit you have the option of submitting your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

Details for lodging a complaint about either Pioneer Credit Connect (AFCA Membership Number 43823) or Pioneer Credit Broking Services (AFCA Membership Number 56911) are as follows:

Australian Financial Complaints Authority

Online: www.afca.org.au
Emailinfo@afca.org.au
Telephone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001