How we resolve your problem
We welcome every opportunity to resolve any concerns you may have with our service or any product we have assisted you to purchase. If you have a complaint, are not happy with our service or just want more information, you should tell us. By telling us, you give us the best possible opportunity of fixing things. In the first instance, contact our Customer Service Team by calling 02 9794 2500. If you are not satisfied with their response you can request that their manager address your concern.
Internal Dispute Resolution
If your concern is still not resolved to your satisfaction please write to our Internal Dispute Resolution Committee at Australian Fleet Sales, 229 Hume Hwy Lansvale 2166. Your concern will be reviewed by our IDR Committee, which has authority to deal with the matter.
We will inform you of the outcome within 45 days of receiving your dispute or complaint.
External Dispute Resolution - NON FINANCIAL MATTERS
If your concern still remains unresolved to your satisfaction we will assist you in directing your issue for further review to the
NSW Department of Fair Trading
PO Box 972
Tel enquiries: 13 32 20
Fax: (02) 98959222
External Dispute Resolution - FINANCIAL MATTERS ONLY
If your concern regarding financial matters still remains unresolved to your satisfaction we will assist you in directing your issue for further review to the Credit Ombudsman Service Limited (COSL), an external review scheme to which we belong.
Credit Ombudsman Service Limited (COSL)
Case Management Team
C-/ Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Telephone: 1800 138 422
Fax: (02) 9273 8440
Email: To lodge a dispute online go to www.cosl.com.au
External dispute resolution is a free service established to provide you with an independent mechanism to resolve your specific complaints. However, you must attempt to resolve your complaint with us before contacting COSL. Call us today if you have a problem. We are here to help you.
The Credit Ombudsman Service Limited (COSL) is a dispute resolution scheme which assists consumers to resolve complaints with their financial services providers. COSL is a free dispute resolution service, approved by the Australian Securities and Investments Commission (ASIC). COSL provides members and their customers with an accessible, independent and impartial dispute resolution service as an alternative to legal proceedings for resolving complaints. COSL's members include credit unions, building societies, non-bank lenders, mortgage and finance brokers, financial planners and a wide range of other financial services and product providers. Making a complaint about a COSL member is free for consumers.