Complaints Policy
ARMA is a company that’s committed to achieving the highest possible standards in all areas of our business.
If we’ve got something wrong or if there’s something we could have done better and you want to tell us about it, please let us know so that we can continue to improve. To get started, you can use the Lodge a Complaint Form, which you’ll find at the bottom of this page, or you can contact the department responsible for your account – you’ll find these details on the Contact Us page.
1. Our Complaints Handling Policy
| 1.1 | A complaint means any expression of dissatisfaction made to or about ARMA, including about our services, our people, the way we have communicated with you, the way we have handled a complaint, or a matter, such as a dispute, connected with a client account, where a response or resolution is expected or required. You do not need to use the word “complaint” or put your concern in writing for us to treat it seriously. |
| 1.2 | We aim to make it easy and free for you to raise a complaint. You can contact us by phone, email, online form or in writing. We will acknowledge your complaint as soon as practicable, generally within two business days, and we will communicate with you in a way that is clear, respectful and appropriate to your circumstances. |
| 1.3 | Wherever possible, we will try to resolve your complaint at the first point of contact. If we cannot resolve it immediately, we will review the issue, keep you informed, and provide an outcome within the timeframe that applies to the type of complaint. For most complaints this will be no later than 30 calendar days. Some matters, such as complaints involving hardship, default notices, privacy, external dispute resolution or client-specific issues, may require different handling or escalation. |
2. Our Internal Dispute Resolution Process
| 2.1 | We use “complaint” and “dispute” in a practical way. If you are dissatisfied with something connected to ARMA, our services, our conduct, or the way a matter involving a client account has been handled, we will consider your concern through our internal dispute resolution process. If it cannot be resolved at first contact, it may be escalated for further review. |
| 2.2 | Our Internal Dispute Resolution process is free. We will allocate your complaint to an appropriately trained person, review relevant information such as account notes, correspondence, call recordings and documents, and consider what is fair and reasonable in the circumstances. If we need more information from you, from a client, or from another party, we will explain what is needed and why. |
| 2.3 | If your concern relates to a client account or a client’s decision, product or service, we will still work with you and the client to help address the matter. Your account will be placed on hold while the issue is reviewed, seeking information from the client, or escalating the matter through the most appropriate internal or external pathway. |
| 2.4 | If we provide a written Internal Dispute Resolution response, it will explain the outcome of your complaint, the reasons for our decision where your complaint is not fully resolved in your favour, any action we will take, and your available escalation options, including external dispute resolution where applicable. |
3. What Information We Need from You
| 3.1 | To help us review and respond to your complaint as quickly and fairly as possible, please provide enough information for us to identify you, understand the issue and contact you about the outcome. |
| 3.2 | This may include your full name, contact details, preferred contact method, account or reference number, and whether you are acting for yourself or on behalf of someone else. |
| 3.3 | Please also tell us what happened, what you are concerned about, what outcome you are seeking, and any information or documents you would like us to consider. If you need help to make a complaint, or need interpreter, accessibility or representative support, please let us know. |
4. How We Investigate Complaints or Disputes
| 4.1 | We will handle complaints objectively, fairly and without bias. We will assess the nature, urgency, severity, complexity and potential impact of the issue, including whether the matter involves vulnerability, hardship, privacy, legal action, an external dispute resolution indication, or conduct by ARMA or a client. |
| 4.2 | Our approach is to acknowledge your concern, understand the context, respond clearly, and check whether the proposed outcome resolves the issue. Depending on the complaint, it may be handled by frontline staff, a team leader, a manager, a complaints specialist, the Privacy Officer or another appropriate escalation point. |
| 4.3 | We may review call recordings, correspondence, account notes, client information and other relevant records. We will protect your personal information and use it only as needed to review, respond to and record your complaint. For complaints about privacy, or where privacy issues are involved, we will also consider our Privacy Policy and relevant privacy obligations. |
5. Our External Dispute Resolution
| 5.1 | If we cannot resolve your complaint within the applicable timeframe, or if you are not satisfied with our response, we will explain your escalation options. Depending on the nature of your complaint, this may include escalation to our client, to an external dispute resolution scheme, to a privacy regulator, or to another appropriate forum. |
| 5.2 | There are several external dispute resolution options which may be available. The option that is applicable will depend on the client, industry and nature of the complaint. ARMA is a member of the Australian Financial Complaints Authority (AFCA), membership number 99573, but AFCA will only be the relevant external dispute resolution channel where the complaint falls within AFCA’s Rules and jurisdiction. Depending on the circumstances, external dispute resolution options may include AFCA, the Energy and Water Ombudsman, the Telecommunications Industry Ombudsman, the Tolling Customer Ombudsman, the Office of the Australian Information Commissioner, or formal legal processes such as courts, tribunals, mediation or arbitration. Our team can provide further information about which pathway may apply to your individual circumstances. |
| 5.3 | If your complaint involves privacy or personal information, we may refer you to our Privacy Policy and provide information about the Office of the Australian Information Commissioner where appropriate. |
| 5.4 | To lodge a complaint you can use the online form below, or for more information, you can contact us using the following details: |
| Write: ARMA Group Holdings Pty Ltd PO Box 5044, Alexandria NSW 2015 Email: complaints@armagroup.com.au Call: 1300 363 394 |
