Our approach to complaints
At Export Finance Australia we have developed a formal mechanism for handling complaints.
In this Complaints Mechanism, we use the word ‘complaint’ to refer to ‘grievances’, ‘concerns’ and ‘adverse feedback’.
A complaint can be submitted by any client or individual, group, community, entity or other party concerned about, affected or likely to be affected by Export Finance Australia’s activities, including any project supported by one of our transactions.
If a complaint is being made on behalf of another party, that party should be identified and written evidence of authority to represent that party provided.
Where the complaint is generated by or delivered via an automated complaint aggregator, an online campaign portal, or email delivery system (“Aggregator”):
- prior to considering how to respond, Export Finance Australia may require evidence of:
- each complainant’s consent to their personal information being provided to Export Finance Australia and used in the manner provided; and
- compliance with Australian privacy law generally and in respect of the use of relevant individuals’ personal information.
- Export Finance Australia reserves the right not to respond to each complainant personally but instead to provide a standard response to all complainants who have used the same Aggregator where the nature of the complaint is the same or in substance the same, including via a single response to the Aggregator where responding to individual complaints is not practicable.
Export Finance Australia customers can also provide feedback on our service through our Customer Service Charter.
How to submit a complaint
You can use any of the following methods to submit a complaint to us:
Attention: General Counsel,
Export Finance Australia
Level 10, 22 Pitt St
Sydney, NSW 2000 Australia
Export Finance Australia’s General Counsel is responsible for managing the Complaints Mechanism. All complaints are reported to the Export Finance Australia Board Audit Committee periodically.
What to include
A complaint needs to be submitted in writing, and can be submitted electronically.
While a complaint does not need to be in a particular format, it will help us respond if you provide the following details:
- your name, mobile phone number, email address and other contact information such as your postal address and landline
- if you are representing another party, please also provide their contact information
- an outline of your complaint and any previous efforts made to resolve the matter
- your opinion of the desired outcome or result of the complaint (this enables us to have a clear understanding of your expectations of the process)
- whether you have had any previous contact with Export Finance Australia on this or similar issues
- if any information you have provided as part of the complaint, including your identity, or that of the person you are representing, needs to be kept confidential (and the reasons why). Note the ‘Keeping Information Confidential’ paragraph below.
What happens with your complaint
When we receive your complaint, we will provide acknowledgement of receipt of your complaint and provide you with a contact phone number and email address, usually within five business days.
We will then investigate the complaint and endeavour to provide a written response within ten business days.
If we cannot respond within this timeframe, we will explain why we cannot do so, what we are doing and when you can expect to receive a reply. As part of our investigations, you may be contacted to clarify your complaint.
Monitoring of complaints
We will review the outcomes of complaints from time to time to determine whether there is a subsequent need to amend our Complaints Mechanism or other Export Finance Australia Policies and/or Procedures.
Keeping information confidential
Export Finance Australia and our staff are bound by the confidentiality provisions of the EFIC Act (section 87), and may also be subject to additional undertakings that we will keep transactional or other information confidential. This may restrict our ability to provide information to those who submit complaints.
If you make a complaint, you can request that your complaint and/or identity be kept confidential. We will respect such requests unless we are required to disclose any of the information you submit under any applicable law, rule or regulation, by any competent judicial, governmental, parliamentary, supervisory or regulatory body, or under any OECD or other international instrument to which we are subject.
The role of the Commonwealth Ombudsman
If a complaint is not resolved by us, you have the option of referring it to the Commonwealth Ombudsman.