Complaints Policy

Here are links to resources that you can refer to if you are considering making a complaint:

• Australian Financial Complaints Authority (AFCA);
• ASIC Regulatory Guide 271 Internal Dispute Resolution;
• Australian Standard AS/NZS 10002:2014 – Guidelines for complaint management in organisations;

We take your complaint seriously. Our commitment to you is:

• We will handle complaints in accordance with the law:
• Doing the right thing is important for us both. We will meet our legal obligations while striving to improve your experience by improving our operations.
• We will endeavour to resolve issues efficiently to meet your expectations:
• We will keep you informed as we address your complaint as soon as we can and within regulatory timeframes;
• We will be honest with you, and if we are unable to resolve the complaint in the required time frame, we will inform you of our need for an extension;
• When we are not able to resolve the issue we will support you to refer your complaint to AFCA.
• We will always work with you to protect you from any potential vulnerability, additional exposure, and/or risk;  
• We will work with your representative to resolve your complaint where we are satisfied that they are properly authorised by you. In some circumstances, we may decline to deal with your representative. This may be where;
• The representative has been excluded by AFCA to represent any complaint lodged through AFCA while we are dealing with your complaint; or
• You request us to communicate directly with you.
• We may also decline to deal with your representative if we reasonably believe:
• Your best interests are not being represented;
• You no longer authorise the representative to act for you;
• The representative is acting in a deceptive or misleading manner.
• We will do what is required to resolve your complaint:
• This may require an investigation of the circumstances that caused the complaint to arise and may mean we need additional information from you;
• If it is determined that we are at fault and you have suffered a financial loss, we will strive to return you to the same financial position you were in prior to the complaint.

A complaint is an implied or expressed statement of dissatisfaction where a response is sought, reasonable to expect or legally required.

It includes dissatisfaction with LLL's:

• Customer services;
• Actions or decisions;
• Inaction or delay;
• Policy or processes.

Any expression of dissatisfaction will be treated as a complaint, and we will always accept a complaint from you or your properly authorised representative.

A complaint can be made in person, in writing, by phone or through social media.

We actively encourage complaints by making it clear that:

• Complaints are welcome and free;
• Complaint handling is confidential;
• There is no penalty for complaining;
• Complaints are valued by LLL as a way of improving our products and service;
• Complaints can be made anonymously.

Visit us 

175 Archer Street, North Adelaide, SA 5006 or call us on 1800 556 457 and speak with our staff

Online Banking

Send us a secure message through your LLL Internet Banking

Website

www.lll.org.au/complaints

Post

Operations Manager
PO Box 45
North Adelaide, SA 5006

Social Media

Facebook

Instagram

LinkedIn

If LLL receives your complaint in person, we will acknowledge it on the spot. When we receive your complaint via social media, electronic messages or in writing LLL will aim to acknowledge receipt of your complaint within one business day.

We will assess all complaints in an equitable and unbiased manner through our complaint handling process, appropriately addressing the issue raised in your complaint. Where necessary we will provide support to complainants who might need additional assistance to lodge a complaint.

We aim to resolve your complaint efficiently.

In most cases, we will provide a resolution on the spot or within a few business days.

If the complaint is more complex and we need more time to investigate, we will contact you to let you know our progress.

We'll do our best to resolve your complaint within 30 days, or 21 days if your complaint involves default notices, hardship notices or requests to postpone enforcement proceedings.

From time to time or at your request, we may escalate your complaint to our leadership team for the purpose of ensuring a satisfactory resolution.

In most cases, we will provide a resolution on the spot or within a few business days.

Should you not be happy with the outcome of your complaint in the first instance, you can request a review by a senior leader at LLL. This will not extend our maximum timeframe for responding to your complaint. Alternatively, you can engage AFCA for additional assistance.

We will provide a written response to your complaint if:

• Your complaint has not been resolved within 30 days (or 21 days if your complaint involves default notices, hardship notices or requests to postpone enforcement proceedings) we will advise you of your right to escalate your complaint to AFCA.
• Your complaint relates to a hardship application.
• You have requested a response in writing.

An external complaint is any complaint that has been referred to AFCA. You can escalate your complaint to AFCA if you are dissatisfied with our response or if we have not responded within the regulatory timeframes (for most complaints this is 30 days).

AFCA is an independent External Disputes Resolution (EDR) scheme that is free for consumers. It provides an accessible way of resolving disputes, without having to go to court. AFCA has the power to make decisions to resolve complaints that are binding on the financial institution. AFCA has a set of principles that ensure they act in a way that is fair to all parties.

We are committed to investigating and resolving your complaint and encourage you to always approach us in the first instance. If you lodge your complaint with AFCA first, they will direct you back to us so that we have the opportunity to resolve the matter for you.

Our External Dispute Resolution Manager oversees all complaints submitted to us through AFCA. This officer independently reviews the complaint and works with AFCA to formulate a final resolution.

Should you wish to escalate your complaint to AFCA, the contact details are:

Phone

1800 931 678 (free call)

Email

info@afca.org.au

Website

www.afca.org.au

Post

GPO BOX 3
Melbourne, VIC 3001