Complaints Handling Process

Atradius employees, including the Board of Directors, are committed to providing an effective complaints handling system for complainants. We acknowledge your right to complain or make comment on our performance and we actively encourage you to provide feedback on our service standards, products, processes, systems and employees. We have a written complaints policy, an established complaints handling process and a dedicated complaints manager.

Fairness

Atradius' complaints policy and complaints handling process is based on the principle of natural justice and ensures fairness for both the complainant and any Atradius employee who has a complaint made against them. Our investigation of a complaint will always be objective and will be conducted by a senior member of staff.

Resources

Atradius ensures that its employees have sufficient delegated authority to resolve complaints.

Visibility and access

Atradius provides a number of possible avenues for complainants to make complaints and, if necessary, for the complaint to be escalated. Our complaints handling process is available to the general public via our website (www.atradius.co.nz) and other documentation.

Assistance

Atradius' complaints lodgement form offers assistance in the lodgement of complaints.

Responsiveness

Atradius deals with complaints promptly and courteously. If we cannot resolve your complaint within 1 working day, we will formally acknowledge your complaint in writing and agree upon a future resolution date.

Fees

Atradius does not charge fees in relation to its complaints resolution process.

Remedies and solutions

Atradius' complaints handling process enables us to determine and implement remedies and solutions in relation to the complaints we receive.

Data collection

Complaints are recorded and data submitted for central collation and analysis.

Recurring problems

Atradius conducts regular reviews of its complaints data in order to identify and rectify recurring problems.

Governance

Atradius' complaints handling process is compliant with AS ISO10002 – 2006.

Independent Dispute Resolution Schemes

If you are unhappy with the outcome of our investigation, you may chose to contact an independent dispute resolution scheme, examples of which can be found below.

Banking, Credit and Finance

Banking and Financial Services Ombudsman

1300 780 808
www.bfso.org.au

Financial Industry Complaints Service Limited
1300 780 808
www.fics.asn.au

Credit Union Dispute Resolution Centre
1300 780 808
www.cudrc.com.au

Credit Ombudsman Service Limited
1300 780 808
www.creditombudsman.com.au

Financial Co-Operative Dispute Resolution Scheme
1300 139 220
www.fcdrs.org.au

Insurance Ombudsman Service
1300 780 808
www.insuranceombudsman.com.au

The Office of The Banking Ombudsman of New Zealand
0800 805 950 or +64 4 471 0006
www.bankombudsman.org.nz

Energy, Water and Telecommunications

Telecommunications Industry Ombudsman
1800 062 058
www.tio.com.au

ACT – Essential Services Consumer Council
+61 2 6207 7740

Energy & Water Ombudsman NSW
1800 246 545
www.ewon.com.au

Energy Ombudsman Tasmania
1300 766 725
www.energyombudsman.tas.gov.au

Energy Ombudsman Western Australia
1800 754 004
www.ombudsman.wa.gov.au/energy

Energy Industry Ombudsman SA
1800 665 565
www.eiosa.com.au

Ombudsman for the Northern Territories
1800 806 380
www.nt.gov.au/omb_hcscc/ombudsman

QLD Energy Consumer Protection Office
1300 300 993
www.ecpo.qld.gov.au

Privacy

Australian Privacy Commissioner
1300 363 992 or +61 2 9284 9666
www.privacy.gov.au

NZ Privacy Commissioner
0800 803 909 or +64 9 302 8655

Collections Industry

Institute of Mercantile Agents
+61 2 4927 0477
www.imal.com.au

For more information, please email us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .