Garry Billett Business Trade Franchise Finance
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Dispute Resolution
MFAA Full Member
Dispute Resolution
We strive for 100% client satisfaction
At Business Trade Franchise Finance (BTFF) our goal is to constantly strive for 100% client satisfaction.

In the event that we fail short of this mark and you are unhappy with any part of our service, we request you bring the matter to our attention. We have an Internal Dispute Resolution (IDR) process in place to look at the issue(s) with which you are dissatisfied. In conjunction with this scheme, BTFF is a member of an External Dispute Resolution (EDR) service, Credit Ombudsman Service Limited (COSL).
First contact for complaint
Complaints person: Garry Billett
Phone: (02) 9817 8230
Email: gbillett@bigpond.net.au

Garry, being the managing director, has the authority to deal with whatever has caused you to feel we missed our goal, and negotiate with you to produce a mutually acceptable outcome. Your complaint may be presented to us in writing (letter or email), however Garry would prefer you call him or leave a message for him to call you.

In the unlikely event that a client had a complaint it would be given absolute priority, and a swift resolution sought to the satisfaction of the client.
Mailing address
Contact by mail: PO Box 670, Gladesville NSW 1675

Contact by fax: (02) 9817 8228

If you are not satisfied with the outcome of the IDR process, you may contact the Credit Ombudsman (COSL) on:
Freecall: 1800 138 422
Phone: (02) 9273 8400
Website: www.cosl.com.au
Email: info@cosl.com.au
The Legal Stuff we have to say
BTFF ensures that all staff that interact with customers are aware that Garry is responsible for IDR. Each staff member is aware of what customer details to record if the Complaints Person is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of your complaint). BTFF does not charge any fee in respect to a complaint made by a customer.

BTFF aims to provide a written response to your complaint promptly (within 45 days) unless the complaint is resolved in the meantime. If we are unable to respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.

BTFF will be deemed to have responded to your complaint if we:
  1. Accept the complaint and, offer redress (if appropriate); or
  2. Offer redress without accepting the complaint; or
  3. Reject the complaint.
BTFF will give you a written response to your complaint as to the reason(s) it is rejected. If appropriate, our response will refer to applicable Legislation, Codes or Procedures.

When considering the appropriate resolution, BTFF will take into consideration the extent of loss or damage suffered by you, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.

BTFF will store data concerning your complaint in such form and manner as we think fit but will always be conscience of Privacy Laws.

In order to identify any systematically recurring problems, BTFF will classify complaints according to the particular provisions of the MFAA Code of Practice alleged by you to have been breached.
 
© 2009 Business Trade Franchise Finance Pty Ltd - ABN 97 085 495 334. Australian Credit License No 388366.
Garry Billett is a member of the Mortgage and Finance Association of Australia (MFAA).
Garry Billett is a Justice of the Peace.
This advice was prepared without taking into account your objectives, financial situation or needs. Before acting on this advice you should consider if it's appropriate. It is a guide only and does not take into consideration your personal financial circumstances.