Complaints Policy

1. Making a complaint to SRMC

If you are unhappy with our service, a decision we have made, the administration of your Debt Agreement, or the conduct of one of our staff, we encourage you to tell us. Making a complaint is free and will not adversely affect the service you receive from us.

• Email: complaints@srmc.com.au
• Telephone: 1300 781 850
• Website: https://www.srmc.com.au/contact
• Post: PO Box 5140 GCMC QLD 9726

You may also raise a complaint directly with any SRMC staff member.
You may ask another person, such as a family member, financial counsellor, solicitor or advocate, to assist you or make a complaint on your behalf. If you need assistance because of language, disability, literacy or another accessibility requirement, please tell us and we will make reasonable arrangements to assist.

2. What happens after you complain?

We will acknowledge your complaint promptly.
We will identify the issues you have raised and the outcome you are seeking.
We will investigate the complaint fairly and objectively, having regard to the information available.
We may contact you if we need further information.
We will explain the outcome of our investigation and any action we propose to take.

We aim to resolve complaints as quickly as reasonably practicable. If your complaint cannot be resolved immediately, SRMC will provide a final written response within 30 calendar days after receiving your complaint.

If we cannot provide a final response within 30 days, we will explain the reason for the delay, advise you of the status of your complaint and provide information about your right to approach AFCA where applicable.

3. If you are not satisfied - AFCA

If you are not satisfied with our response, or your complaint has not been resolved within the applicable timeframe, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is a free, impartial and independent external dispute resolution service. AFCA can consider certain complaints against registered Debt Agreement Administrators that fall within its jurisdiction.

Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
SRMC Membership Number: 79937.

You do not need SRMC's permission to contact AFCA.

4. Concerns about administrator conduct - AFSA

AFSA regulates registered Debt Agreement Administrators on behalf of the Inspector-General in Bankruptcy. If your concern relates to SRMC's conduct as a registered Debt Agreement Administrator, you may also raise the matter with AFSA.

AFSA's regulatory role is different from AFCA's external dispute resolution role. AFSA receives reports of practitioner misconduct, uses those reports to identify trends and significant harms, and may take regulatory action. AFSA does not act as a mediator or determine compensation between SRMC and a complainant.

AFSA encourages debtors, creditors and other parties to a debt agreement who have a concern about an administrator to first contact the administrator directly to seek resolution.

AFSA website: www.afsa.gov.au
AFSA National Service Centre: 1300 364 785
Information about reporting practitioner misconduct is available under Complaints and Reviews on the AFSA website.

Nothing in SRMC's complaints process prevents you from contacting AFCA, AFSA or obtaining independent legal or financial counselling assistance.

5. Our commitment

We will not treat you adversely because you have made a complaint. We record and review complaints to identify recurring issues and opportunities to improve our services.