Our Complaints Handling Procedure has been developed in accordance with the Standards for Complaints Handling AS/NZS 10002:2014 and, promotes timely and efficient handling of complaints in a fair and objective manner.
Please note that illion defines a complaint as a pursued problem. 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 an illion customer or individual has not had an issue resolved to their satisfaction, illion provides the opportunity for these issues to be resolved through its complaint handling process.
Once a complaint is received a Complaints Handling Officer will be assigned to the complaint, they will acknowledge the complaint within five working days and then respond with written advice of the resolution 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.
It is important to note that we may need to obtain additional information from 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 nature of the complaint to ensure the details are clearly understood, to do this please complete the on-line Complaints Lodgement form below.
Lodge Complaints Online
Alternatively, you can download a Complaint Lodgement Form.pdf and return it to:
PO Box 7405, St Kilda Rd
Melbourne VIC 3004
f. (03) 9828 3447
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 want to refer the matter to the Australian Financial Complaints Authority (AFCA).
Updated September 2019