Complaints Handling Policy

Internal Dispute Resolution (IDR) Process

This document sets out the internal dispute resolution (IDR) procedures JAG FINANCIAL BROKERS PTY LTD | ACN: 661 939 046 | Australian Credit Licence 561267 and its related entities (we/us/our).

 

These procedures have been prepared in accordance with the requirements of ASIC Regulatory Guide 271 Internal dispute resolution (RG 271).

 
How You May Lodge a Complaint

You can lodge complaints by contacting:

Addressee: The Complaints Officer

Company: JAG Financial Brokers Pty Ltd

Address: C/O Level 3, 12 Waterloo Road, Macquarie Park NSW 2113

Phone: 0413 997 003

Email: james@jagbrokers.com.au

You may also lodge a complaint by speaking to any representative of our business, who will refer you to the Complaints Officer. You can make a complaint verbally or in writing — whatever is most convenient for you.

 

Support for Complainants

To assist complainants who might need additional assistance to lodge a complaint, we:

  • Offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online.

  • Do not require complaints to be in writing.

  • Ensure information about our IDR process is available in a range of languages and formats (e.g. large print or audiotape).

  • Provide training to all staff (not just complaints officers) to assist people needing additional help, including cross-cultural awareness.

  • Allow authorised representatives (e.g. legal counsel, family, financial counsellors) to lodge complaints on someone’s behalf.

 

Dealing with Complaints

Our process for dealing with complaints is as follows:

  • Acknowledgement: We will acknowledge your complaint within 1 business day, or as soon as practicable.

  • Assessment and Investigation: We will review your complaint promptly, taking reasonable steps and reviewing relevant information or documents.

  • IDR Response: Once our investigation is complete, we will provide you with an IDR response — a written communication outlining the final outcome and your right to escalate the matter to AFCA if you’re not satisfied. If your complaint is rejected (in full or part), we will clearly explain the reasons.

 

Response Timeframes

We aim to resolve complaints efficiently and in accordance with the following timeframes:

  • Standard complaints: Within 30 calendar days.

  • Credit-related complaints involving default notices: Within 21 calendar days.

  • Credit-related complaints involving hardship or enforcement postponement requests: Within 21 calendar days (with limited exceptions if more information is needed or an agreement is reached).

We are not required to issue a written IDR response if we resolve your complaint within 5 business days, unless:

  • You request a written response; or

  • The complaint concerns financial hardship.

 

External Dispute Resolution – AFCA

If you’re not satisfied with the outcome of your complaint, you can refer the matter to the Australian Financial Complaints Authority (AFCA) — a free, independent dispute resolution service.

You can contact AFCA by: