Complaints

Fairness

We guarantee the complaints handling process will always be undertaken in a manner that is fair to all parties.

Visibility

Our complaints handling process is available via this web site. If you require more information about TCS’s commitment to resolving complaints or want to find out more about TCS’s complaints handling process, please go to the Contact Us section on this website or email [email protected] or write to the Business Relationship Manager at the address below.

Accessibility

The complaints handling process is accessible to everyone and information on making and resolving a complaint is available, easy to understand and use. If you wish to lodge a complaint, or if you have a privacy request or complaint, please refer to the “how to lodge a complaint”, below.

In order to address your complaint, we will require the following information:

• Your contact details and identification details
  This includes your full name, business and/or company name if applicable, phone and mobile number/s, email and postal addresses and your TCS reference number.
  
  
• The details of your complaint
  Please set out the nature of your complaint, any other reference details and the outcome you are seeking. This will enable us to address your expectations fairly and properly undertake an investigation of your compliant order to reach a resolution that is fair and reasonable.
  
  
• Assistance
  If you require assistance to lodge a complaint, TCS staff will provide the necessary support in the formulation and lodgement of your complaint. Please go to the Contact Us section on this website.
  
  
• Responsiveness & Accountability
  All complaints will be dealt with promptly and complainants will be treated courteously. TCS will advise you of the estimated response and resolution times for a complaint. Complaints resolution times will be monitored as part of TCS’s management reporting.

Charges

TCS complaints handling process is free.

How to lodge a complaint

If you would like to lodge a complaint, you may do so using any of the following methods:

• Fill the form below or email your complaint to [email protected]
• Write to Business Relationship Manager, Tasmanian Collection Service, PO Box 814, Hobart Tas 7001

Complaint response time

If you submit your complaint online via the Complaint Lodgement Form, you will receive an automated acknowledgment. Please do not respond to this acknowledgment.

If you submit your complaint by email or by post, we will aim to send you an acknowledgement of your complaint within 2 working days of when we receive your complaint. If you do not receive an acknowledgement within five (5) working days, please contact us.

We aim to resolve your complaint within 20 working days but if the matter proves to be more complex, we will advise you of a revised time frame.

Remedies

The complaints handling process has the capacity and authority to resolve and implement remedies, so it is important that you include the outcomes you are seeking.

Data collection and analysis

All complaints and outcomes will be recorded. TCS maintains a complaint register and complaints will be classified and analysed for identification of any systematic and recurring problems.

Reviews

The complaint handling process is regularly reviewed to ensure it is efficient and delivering effective and fair outcomes in a timely manner.

Training and Education

TCS staff training and education programs are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the complaints handling process with the aim of limiting the number of complaints.

Your rights and responsibilities

We will always do our best to resolve your complaint. However, if you remain dissatisfied, you may escalate your complaint to the appropriate external body:

• Australian Financial Complaints Authority (AFCA) – for complaints relating to financial services, including debt collection:
  Visit www.afca.org.au or call 1800 931 678.
• Office of the Australian Information Commissioner (OAIC) – for complaints relating to privacy:
  Visit www.oaic.gov.au or call 1300 363 992.