Complaint Management Statement

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Introduction

Synergex Holdings Pty Ltd (ABN 94 685 137 900) is committed to effective and efficient complaints management, ensuring fair and transparent dealings in our business. This Complaint Management Statement outlines our approach to handling complaints and providing a high level of service to our customers.

How to Lodge a Complaint

We take all complaints seriously and will proactively investigate and resolve them in a timely manner. If you have a complaint, please contact us via:

  • Email: hello@synergex.com.au
  • Phone: (08) 6185 0186
  • Mail: PO Box 867, Subiaco WA 6008

For complaints related to hardship or postponement of enforcement proceedings, please contact:

  • Email: hello@synergex.com.au
  • Mail: PO Box 867, Subiaco WA 6008

Complaint Handling Process

We will collect relevant information, including your name, contact details, and a description of your complaint. We will acknowledge your complaint within one (1) business day and provide the contact details of the person responsible for handling your complaint.

Response Timeframes

We aim to resolve complaints as quickly as possible. The timeframe for providing an Internal Dispute Resolution (IDR) response will vary depending on the type of complaint:

  • Complaints involving default notices: 21 calendar days
  • Complaints involving hardship notices or postponement of enforcement proceedings: 21 calendar days
  • All other complaints: 30 calendar days

External Resolution Options

If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer it to the Australian Financial Complaints Authority (AFCA). AFCA is an independent and external dispute resolution scheme.

You can lodge your complaint with AFCA at:

 

Accessibility and Support

We are committed to providing accessible services to our customers. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service:

  • Talk to text users: 133 677 and then ask for 1300 175 426
  • Speak to listen users: 1300 555 727 and then ask for 1300 175 426
  • Internet relay users: Connect to the NRS and then ask for 1300 175 426

Contact Information

If you have any questions or concerns, please contact us:

  • Email: hello@synergex.com.au
  • Phone: (08) 6185 0186
  • Mail: PO Box 867, Subiaco WA 6008