illion’s Complaints Handling Procedure has been developed in accordance with the Australia/ New Zealand Standards AS/NZS 10002:2014 which promotes timely and efficient handling of complaints in a fair and objective manner.
illion recognises a complaint as being:
“An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
It is important the relevant department of illion has the opportunity to address the matter in the first instance. This allows for the issue to be resolved quickly and potentially avoid the matter escalating to a complaint unnecessarily.
Where a party has not had their matter addressed to their satisfaction, illion provides the opportunity for those issues to be resolved through its complaint handling process.
Once a complaint is received it will be acknowledged by the end of the next business day. Depending on the nature of the complaint, a Complaints Resolution Officer will review the matter and respond in writing with the resolution or outcome of the matter as soon as possible thereafter:
- For Australia – this will generally be within 30 days of receiving the complaint;
- For New Zealand – this will generally be as soon as practicable within 15 working days from receiving the complaint. If the complaint relates to personal credit information in New Zealand, please refer to the Summary of Rights here.
It is important to note that we may need to obtain additional information from or engage with other parties in order to resolve a complaint, this may lead to delays in being able to respond fully, if this occurs we will take steps to advise and agree on the additional time required.
It is often preferable to document the details of the complaint to ensure it is clearly understood, to do this please complete the on-line Complaints Form below.
Alternatively, you can write to illion at:
PO Box 7405, St Kilda Rd
Melbourne VIC 3004
illion New Zealand
PO Box 9589, Newmarket
If the complaint continues to be unresolved there may be the option to escalate the matter to an external body. If the matter relates to privacy this could be to:
- the Office of the Australian Information Commissioner (OAIC); or
- the Office of the Privacy Commissioner New Zealand (OPC).
If your complaint relates to illion’s Australian Consumer Credit Reporting Body (illion Data Registries Pty Ltd) you may also be able to refer the matter to the Australian Financial Complaints Authority (AFCA).
Updated July 2023