Complaints Handling Policy

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1. Our Commitment

At UCFS Group Pty Ltd, we are committed to providing professional, respectful and ethical debt collection services. We recognise that concerns or complaints may arise and are committed to resolving them promptly, fairly and transparently.

We welcome feedback as an opportunity to improve our services and ensure we continue to meet our legal and professional obligations.

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2. Purpose

This policy explains how customers, clients and members of the public can:

• Make a complaint

• Have their complaint investigated

• Receive a timely response

• Escalate the complaint if they are not satisfied with the outcome

There is no cost to lodge a complaint.

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3. What Is a Complaint?

A complaint is any expression of dissatisfaction about our:

• Customer service

• Debt collection practices

• Staff conduct

• Communications

• Privacy practices

• Payment arrangements

• Website

• Administrative processes

• Compliance with legal or regulatory obligations

Complaints may be made by:

• Customers

• Debtors

• Clients

• Authorised representatives

• Legal representatives

• Family members acting with appropriate authority

• Members of the public

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4. How to Make a Complaint

You may lodge a complaint using any of the following methods:

Telephone
02 7908 7002

Email complaints@ucfsgroup.com.au

Post PO Box 607 North Sydney NSW 2060

Online www.ucfsgroup.com.au/complaint

Please provide, where possible:

• Your full name

• Preferred contact details

• UCFS Client Reference

• A description of your complaint

• Relevant dates

• Supporting documents or correspondence

• The outcome you are seeking

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If you require assistance in making a complaint, please let us know. We will make reasonable efforts to assist you.

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5. Our Complaints Process

Step 1 – Acknowledgement

We aim to acknowledge receipt of your complaint within Three (3) business days.

You will receive confirmation that your complaint has been received together with a reference number where applicable.

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Step 2 – Assessment

Your complaint will be reviewed by an appropriately authorised staff member who was not directly involved in the matter where possible.

We may contact you if additional information is required.

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Step 3 – Investigation

We will:

• Review relevant records

• Consider all available information

• Speak with relevant staff where necessary

• Assess whether our policies, procedures and legal obligations have been followed

• Determine an appropriate outcome

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Step 4 – Response

We aim to provide a written response within 30 calendar days of receiving your complaint.

Where additional time is required due to the complexity of the matter, we will keep you informed of our progress and provide an updated timeframe.

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6. Possible Outcomes

Depending on the circumstances, we may:

• Provide an explanation

• Correct inaccurate information

• Update our records

• Apologise

• Review our internal procedures

• Provide additional staff training

• Amend communications

• Reassess collection activity

• Resolve the matter through mutual agreement where appropriate

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7. Fair Treatment

We are committed to ensuring that anyone making a complaint will:

• Be treated with courtesy and respect

• Be listened to without prejudice

• Receive an impartial assessment

• Not be disadvantaged for making a complaint

• Have their privacy protected

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8. Privacy

Personal information provided during the complaints process will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.

Information will only be used for the purpose of investigating and resolving the complaint unless otherwise required by law.

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9. Representation

You may appoint another person to act on your behalf, including:

• A solicitor

• Financial counsellor

• Family member

• Advocate

• Authorised representative

We may require written authority before discussing your information with another person.

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10. If You Are Not Satisfied

If you are dissatisfied with our response, you may request that your complaint be reviewed internally by a senior manager.

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If the matter remains unresolved, you may be able to contact the relevant external organisation, depending on the nature of your complaint.

Examples include:

• NSW Fair Trading

• Australian Competition and Consumer Commission (ACCC)

• Australian Securities and Investments Commission (ASIC)

• Office of the Australian Information Commissioner (OAIC) for privacy-related complaints

• Australian Financial Complaints Authority (AFCA), where applicable

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11. Our Standards

We are committed to conducting debt collection activities in a manner that is:

• Lawful

• Fair

• Honest

• Professional

• Respectful

• Transparent

• Ethical

Our staff are expected to comply with applicable Australian legislation and recognised industry guidelines.

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12. Continuous Improvement

Complaint information is regularly reviewed to help us:

• Improve customer service

• Identify trends

• Improve staff training

• Enhance compliance

• Strengthen our policies and procedures

• Reduce the likelihood of future complaints

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13. Contact Us

Complaints Officer

UCFS Group Pty Ltd

Address: PO Box 607 North Sydney NSW 2060

Telephone: 02 7908 7002

Email: complaints@ucfsgroup.com.au

Website: www.ucfsgroup.com.au/complaint

Business Hours: 8:30am to 5:00pm Monday to Friday

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Legislative and Regulatory Framework

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This policy has been prepared with regard to:

• Privacy Act 1988 (Cth)

• Australian Consumer Law

• Australian Consumer Law and Fair-Trading legislation

• ACCC and ASIC Debt Collection Guideline: For Collectors and Creditors

• Applicable NSW legislation governing commercial agents and debt collection activities