Debt Collection Complaints Handling

Complaints Handling

The ARMS Global Group Pty Ltd and its group companies is now one of the major privately owned agencies in Australasia. We abide by our Code of Ethics and Code of Conduct and ensure compliance with all legislation.

ARMS welcomes complaints against our performance and contact with the general public that are fair and just.

By having and using an effective complaints handling process we are able to ensure we offer the best competence service to our clients and, in turn, their clients.

Complaints provide us with the opportunity to resolve any issues in a professional manner and assists our training team ensure ARMS staff all abide by our high standard.

The ARMS Global Group Pty Ltd will endeavour to resolve any complaint, formal or informal, that is brought to its attention. Complaints shall be dealt with quickly and courteously, where possible within 24 hours, with any complaints outstanding for greater than 7 days being escalated to senior management.

Lodging Your Complaint

To ensure we resolve your complaint as fairly and quickly as possible we need as many details as possible. We request that you provide the following:

Your full name and contact details, including postal address.
Your ARMS Reference Number or account details (where applicable).
Names of any ARMS staff involved in the matter.
Any relevant dates and times.
Clear and concise details as to the nature of your complaint.
What you would like to see happen.

Please address the details of your complaint to:

The Complaints Officer:

ARMS Group Pty Ltd
PO Box 515 Hornsby
NSW 2077

Telephone: 02 9472 7400
Facsimile: 02 9482 9793
Email: admin@armsgroup.com

Dispute Resolution

The ARMS Global Group Pty Ltd (comprising of Integrity Debt Management and Bridgement Smith) will always endeavor to resolve disputes efficiently, effectively and fairly. However, in the event you are not satisfied, you have the ability to take the matter to your local consumer complaints tribunal. Detailed below are a list of local consumer tribunals:

New South Wales - Consumer, Trader & Tenancy Tribunal (www.cttt.nsw.gov.au)
Victoria - Victorian Civil and Administrative Tribunal (www.vcat.vic.gov.au)
Queensland – Department of Fair Trading (www.oft.justice.qld.gov.au)
South Australia – Office of Consumer and Business Affairs (www.ocba.sa.gov.au)
Tasmania – Consumer Affairs and Fair Trading (www.consumer.tas.gov.au)
Western Australia – Consumer and Employment Protection (www.docep.wa.gov.au)
ACT – Fair Trading (www.fairtrading.act.gov.au)
NT - Consumer Affairs (www.caba.nt.gov.au)

In addition there are a number of ‘not for profit’ and other organisations who can provide financial counseling and assistance with negotiation and resolution of financial disputes. A list of which can be obtained from the Yellow Pages under the heading of Community Advisory Services.