At WinQuest Finance, we are committed to delivering exceptional service to our clients. If you are dissatisfied with any aspect of our services, our Internal Dispute Resolution (IDR) process is designed to ensure that your concerns are handled promptly, transparently, and fairly.

WinQuest Finance is authorised to engage in credit activities under CRN 527218.

If you would like to discuss a concern or lodge a complaint, please contact:

Complaints Officer

Name: Simon Dehne
Phone: 1300-886-100
Email: compliance@moneyquest.com.au

or

Deputy Complaints Officer

Name: Julie Ryburn
Phone: 1300-886-100
Email: compliance@moneyquest.com.au

Mail:
WinQuest Complaints Officer
PO Box 263
Flinders Lane VIC 8009

If you are not satisfied with the outcome of our complaint investigation, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), of which WinQuest Finance is a member.

Freecall: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

AWARENESS

All employees, representatives, and consultants who interact with clients are informed of the roles and contact details of the Complaints Officer and Deputy Complaints Officer.

Team members are trained to promptly direct complaints to the appropriate officer and, where neither officer is available, to record key information relating to the complaint. At a minimum, this information includes the complainant’s name, contact number, and a summary of the product, service, or transaction associated with the complaint.

WinQuest Finance does not charge any fee for lodging or investigating a complaint.

INVESTIGATING A CUSTOMER’S COMPLAINT

To ensure fairness and impartiality, a complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer if they have had any involvement in the matter that is the subject of the complaint.

Where a conflict of interest exists, the complaint will be assigned to an appropriate independent person for review and investigation.

TIMELINESS

We aim to resolve complaints as efficiently as possible.

Unless the matter is resolved sooner, we will acknowledge receipt of your complaint in writing within five (5) business days.

We will provide a final response as soon as practicable and no later than thirty (30) days after receiving your complaint.

For certain complaint categories, including matters relating to default notices or urgent financial hardship requests, a final response will generally be provided within twenty-one (21) days.

If WinQuest Finance is unable to investigate or resolve a complaint because it relates primarily to a third party (such as a lender or service provider), we may direct you to the appropriate organisation.

Should circumstances prevent us from responding within the applicable timeframes, we will notify you of:

• The reason for the delay
• The expected timeframe for resolution and
• Your right to escalate the matter to AFCA

A complaint will be considered finalised when we:

• Accept the complaint and, where appropriate, provide or offer a remedy
• Offer a remedy without admitting liability or
• Determine that the complaint cannot be upheld and provide reasons for that decision

WRITTEN RESPONSE TO A CUSTOMER

We will provide a written response outlining the outcome of our investigation and the reasons supporting our decision.

Our response will address the issues raised in the complaint and, where relevant and practical, may reference applicable legislation, industry standards, regulatory guidance, codes of practice, or internal procedures that were considered during the assessment.

REMEDIES

Where we determine that a complaint should be upheld, we will consider appropriate remedial action based on the circumstances of the matter.

Remedies may include financial compensation, non-financial solutions, or a combination of both.

Where compensation is considered appropriate, it will generally be based on any direct loss or damage suffered by the complainant as a result of the matter being investigated.

In determining an appropriate outcome, we may consider:

• The nature and extent of any loss or disadvantage experienced
• Relevant legal and regulatory obligations
• AFCA requirements and dispute resolution principles
• Applicable industry codes and standards
• Accepted industry best practices and
• Principles of fairness and reasonableness

DATA COLLECTION

WinQuest Finance maintains records relating to complaints in a format that allows effective monitoring, reporting, and analysis.

Complaint information may be categorised and reviewed based on:

• The type of complaint
• The subject matter involved
• The outcome achieved, and
• The timeliness of resolution

This information assists us in identifying recurring issues, improving internal processes, and enhancing the overall client experience.

Subject to privacy obligations and other legal requirements, complaint data may be made available to AFCA, ASIC, or other authorised regulatory bodies upon request.

REVIEW

WinQuest Finance regularly reviews its Internal Dispute Resolution Policy and Procedures to ensure they remain effective, compliant, and aligned with industry standards and regulatory expectations.

As a minimum, a formal review will be conducted every three (3) years, or earlier where required by legislative, regulatory, or operational changes.

The most recent review of this policy was completed in April 2022.