Dispute Resolution
Updated as of 17 Jun 2022
Dispute Resolution and Complaint Handling Process
Commercial Credit Control is an authorised, licensed collection agency, acting on its clients’ behalf in a third party capacity. We are not debt purchasers and we DO NOT list credit defaults. A credit default may only be listed by a Creditor.
Commercial Credit Control has a formal procedure in place to ensure complaints and disputes are addressed in an objective, fair and timely manner. Commercial Credit Control will take your complaints and disputes seriously and will endeavour to respond to you within five (5) business days. Our aim is to resolve your complaints and disputes as quickly as possible. We will provide you with regular and relevant communication and updates throughout the complaint and dispute resolution process.
Complete privacy and confidentiality is guaranteed. Commercial Credit Control adheres to the Privacy Act 1988 (Cth) and has strict privacy practices. Your details are secure and confidential. However, should your dispute relate to an account that requires investigation by the service provider, your contact details may be provided to that service provider.
How to Lodge a Complaint or Dispute?
We will always aim to resolve your concerns in the first instance, so we ask that you contact our Complaints and Dispute Resolution Officer (and provide your file number or customer reference if possible) as set out below:
Email: [email protected]
Phone: 1300 137 303
Mail: PO Box 93, Varsity Lakes, QLD 4227
Fax: 07 5585 5077
Our telecommunications and energy provider clients are members of a free and fair dispute resolution service for small businesses and residential customers who have a complaint about their telephone, internet or energy service in Australia. For further information contact us on 1300 137 303.
Ask for an Internal Review
In most cases, complaints handled by our Complaints and Dispute Resolution Officer are resolved without the need for further escalation. In circumstances where you remain dissatisfied with our internal dispute resolution process, you are entitled to raise your complaint to a higher level within the management structure of our Group, by contacting the Complaints and Dispute Resolution Officer and asking for a review.
Complaints Relating to Commercial Credit Control
If your complaint is with Commercial Credit Control itself and not one of our clients or service providers, please lodge your complaint or dispute using the details above.