Complaints Process
Dispute Resolution
First Stop Money Ltd offers its customers both an internal and an external dispute resolution process that are readily accessible and free.
When Does a Dispute Arise?
A dispute arises if you make a complaint to First Stop Money Ltd about a product or service and you are not satisfied with the response that you receive.
Internal Dispute Resolution
To use our internal dispute resolution procedure you should address a letter, email or fax detailing the dispute to:
The IDR Officer
First Stop Money Ltd
PO Box 566
West Perth Western Australia 6872
Phone: (08) 9322 6666
Fax: (08) 9322 8744
Email: complaints@firststopmoney.com.au
If the IDR officer is able to resolve the dispute he or she will promptly notify you in writing of the outcome and provide reasons for the outcome. If you are still not satisfied with the outcome of a dispute, you can refer the matter to our external dispute resolution scheme.
You are not obliged to pursue a dispute with First Stop Money Pty Ltd using its internal dispute resolution procedure.
If you do use the internal dispute resolution procedure, you may commence legal proceedings before, after or at the same time as using the internal dispute resolution procedure.
First Stop Money Pty Ltd’s participation in the internal dispute resolution procedure is not a waiver of any rights it may have under the law or under any contract between you and First Stop Money Pty Ltd. An example of a contract between you and First Stop Money Pty Ltd may be a loan contract, a guarantee or the terms and conditions of an account.
External Dispute Resolution
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
You must attempt to resolve your complaint with us before contacting our external dispute resolution scheme. If you have a complaint which remains unresolved after speaking to our
IDR officer, you can contact our external dispute resolution provider or get legal advice.
Our external dispute resolution provider is:
Credit Ombudsman Service Ltd (COSL)
Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Phone: 1800 138 422 (9am to 5pm AEST)
Fax: (02) 9273 8440
Website: www.cosl.com.au
Further information regarding COSL including their Terms of Reference is available from their office or on their website.
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