Dispute Resolution

Carbroker.com.au is operated by Automotive Lease Packaging Pty Ltd – Australian Credit Licensee (ACL) Number: 422 347

SUMMARY OF POLICY

Our business is committed to excellent customer service and the resolution of any concerns or complaints quickly, fairly and efficiently. To ensure our process is compliant with ASIC requirements we use an Internal Dispute Resolution (IDR) process endorsed by relevant industry bodies including Commercial Asset Finance Brokers Association (CAFBA).

  • We welcome feed-back as a positive means of reviewing and improving our customer services. All complainants will be treated with respect, courtesy and consideration.
  • Our IDR method is open to anyone who deals with us:
    Customers, dealers, lenders, other brokers, or consultants, contractors or any other person.
  • All our employees and credit representatives are expected to inform complainants about our IDR/EDR processes as soon as they become aware of a concern, to give high priority to resolving complaints quickly and to assist any complainants through the process.
  • The Complaints Handling Officer & Responsible Manager will oversee complaints.
  • Our IDR manual complies with ASIC requirements and details how we manage and report complaints.
  • We are a member of Australian Financial Complaints Authority (AFCA) Member #14472 the External Dispute Resolution (EDR) authority approved by ASIC. We accept EDR authorities’ decisions and implement their recommendations as soon as we are informed of them.
  • The Complaints Handling Officer holds information on complaint instances any associated compliance breaches.
  • We will report to ASIC annually any compliance breaches indicated through the complaints process and the policies and procedures subsequently implemented to ensure there is no re-occurrence.

COMPLIMENTS AND COMPLAINTS

At Carbroker.com.au, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we also continually improve our product and services.

We know there are times when you may wish to compliment us on something we have done well and other times you may wish to tell us we have not met your expectations.

COMPLIMENTS

Our employees and credit representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know using the below details, so that we can further encourage them via this feedback process.

CONCERNS OR COMPLAINTS

If, for any reason, you do not feel that you have received the standard of care from us you expect, we likewise encourage you to share this with us. We have a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

  • By telephone on: 1800 245 227
  • By email at: idr@carbroker.com.au
  • Contact: Complaints Handling Officer
  • By post at: Carbroker.com.au
    10-14 Cochranes Road, Moorabbin, Vic 3189

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your issue.

HOW IT WORKS

  1. You should gather any supporting documents or records with broker name, other names, times, and dates that will assist our investigation into your complaint.
  2. Get in touch to let us know about your complaint and how would like it resolved. The quickest way is to call or email your personal broker representative or our complaints handling officer as detailed above.
  3. We will acknowledge your complaint, give you a reference number and the name and contact details of the person who will handle the complaint.
  4. We will do what we can to remedy your problem, making sure it doesn’t occur again for you and let you know once we have a resolution.

HOW LONG WILL IT TAKE?

We will try to deal with your complaint on the spot or within days.

However, if this is not possible, we will write (includes email) to you to acknowledge your complaint within (5) five days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after thirty (30) days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation, we will write (includes email) to let you know the outcome and the reasons for our decision.

If we are unable to resolve the complaint within (30) thirty days, we will:

  • Advise you of the reason for the delay; or
  • Specify a date when a decision can reasonably expected.

NEED AN UPDATE ON YOUR COMPLAINT?

If you have lodged a complaint with us, you can contact us any time to ask for an update on its status. Contact us through any of the methods listed above and be sure to refer to your earlier communication so that we can respond effectively.

TAKE IT FURTHER – If you’re unhappy with the resolution our External Dispute Resolution Scheme

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within thirty (30) days, then you can have your complaint heard by an independent ASIC approved external dispute resolution (EDR) ombudsman.

Our EDR provider is:
Australian Financial Complaints Authority (AFCA) Membership No.: 14472

You can contact AFCA by either of the following means:
By telephone on: 1800 931 678
By email at: info@afca.org.au
By post at: AFCA
GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific disputes

Testimonials

A short note to say thanks for the professional and profitable service that you've just delivered to me. Getting the best price from the city and then translating to a country dealer in a small town made it a lot easier. You'd be surprised how many times we bump into each other, and taking the local personality out of the negotiation was much appreciated by both the dealer and myself.

K.P., Armidale

I was pleasantly surprised when I saw the discounts of RRP that the dealer was putting down, more than made up for the cost of the fog lights and the paint protection which I optioned in! I signed the dotted line and bought my first brand new Hyundai. I will take delivery less than a week after signing, which I find quite impressive.

S.B., Sydney

This is the very first time that I have ever bought anything via the internet, or ever done any business over this means, and so I want to specially thank you for honouring my trust. Yet you also did much more than that, you got me a far bigger saving, (over twice that which I imagined possible), with a good and reputable dealer, delivered at our nominated timing, and you displayed great patience with myself through the process. This is my wife's very first new car and she is absolutely delighted with it. So much so, that she has not even allowed me to have a drive of it yet. And so I guess we have all been winners, haven't we? And what could be better than that?

K.S., Brisbane

Just a note to say a HUGE THANK-YOU for your services. You were very prompt in replying, and saved us $3000 on the purchase of our new car (almost 10% on the total cost of the car). With a young family, that's a huge saving for us. Thank-you again.

K.S., Brisbane

Living overseas but about to return to Australia, we found that buying a new car was going to be a daunting process. Carbroker.com.au took all the hassle out of it and came up with a very competitive price as well. All we had to do was choose the model, pay a deposit and then pick up the car as soon as we arrived back in Australia. This is a great service for expats who are returning to Australia

P.H., Yamba

I took delivery of the new car today. Until it actually happened I had a concern at the back of my mind that it was too good to be true to get the car at the price you obtained for me, with no catches. The dealer rep has been great and I have had no sense of getting cut price service to go with the low price. So, thank you. I am sold and based on my experience I am sure your business will continue to grow simply by word of mouth....mine will be among the loudest.

P.B., Sydney

Negotiating a deal with a professional car salesman is tough and time-consuming, especially if you don't have a lot of local experience. Having someone act on your behalf creates an advantage that can't be ignored, and I have to say the $4,900 saving that I achieved off a $43,300 vehicle via Carbroker.com.au is definitely worth the minimal cost of registering an interest at the Carbroker.com.au web site. Thanks to Chris Wilson for this much-appreciated service.

C.P., Sydney

Fast replies, great service and most importantly, extraordinary prices. Anyone buying a new car not using this service is not fair dinkum about getting the best price and probably paying too much. The service saved me thousands. Will definitely be using it again when next buying a new car and have been telling all my friends about it. Keep up the good work.

J.G., Perth

Thank you again. I could not have asked for better service. Having been faced with unhelpful dealers it was just so easy to place a Internet request on Thursday and to be in a new car Monday afternoon, it was more than I could have asked for. I would definitely recommend the services that you provide, without hesitation.

P.H., Canberra

Thankyou very much Carbroker.com.au for helping us to buy our new car. We are very happy with the process of buying a car through Carbroker.com.au. We usually have big arguments over haggling so it was a great relief to get CarBroker to do all the hard work to relieve the stress on us and our marriage. And we still got a great price!

N&M, Sydney

Carbroker.com.au