Displute Resolution

Anya Finance Pty Ltd - Internal Dispute Resolution Procedure (IDR)

At Anya Finance Pty Ltd we believe it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.

It is a requirement under the National Credit Protection Act 2009 that we have in place an Internal Dispute Resolution procedure.

Receiving Complaints

You can lodge complaints by contacting Chima Anyanwu, the complaints officer by:

• Phone 0405 482 279
• Emailing chima@anyafinance.com.au
• Writing to 22 King William Street, Kent Town, SA, 5067

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly. You are guaranteed a response to your complaint within 2 business days of the complaint being received by Anya Finance Pty Ltd. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.

We will observe the following principles:

• There is no requirement for face to face contact between you and us, although it may be useful for us to come to a satisfactory resolution.
• We expect that both parties will make a genuine attempt to resolve a complaint promptly.
• We expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint.
• We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Our External Dispute Resolution Scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority).

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

• Website: www.afca.org.au
• Email: info@afac.org.au
• Telephone: 1800 931 678 (free call)
• In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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