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 1 working day, with any complaints outstanding for greater than 7 working days 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:
Please address the details of your complaint to:
Compliance Team
ARMS Group Pty Ltd
GPO Box 198
Brisbane QLD 4001
Telephone: 07 3016 3214
Facsimile: 1800 181 774
Email: compliance@armsglobal.com.au
Investigating Your Complaint
Any person who is involved in the subject matter of the complaint will not investigate your complaint.
We will allocate a Complaints Officer to access any documents and or records (including computer systems) necessary to properly investigate your complaint.
Timeliness
The ARMS Global Group will provide a written acknowledgement of receipt of your complaint within 30 days, unless your complaint is otherwise resolved in the meantime.
Written Response
The ARMS Global Group will give a written response to your complaint, which will include reasons for reaching a particular decision that adequately addresses the issues that were raised in your complaint.
Where practicable, The ARMS Global Group’s response will refer to applicable provisions in legislation, codes, standards or procedures.
Dispute Resolution
The ARMS Global Group Pty Ltd 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)
Western Australia – Consumer and Employment Protection ()
Tasmania – Consumer Affairs and Fair Trading (www.consumer.tas.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.
Request ARMS act on your behalf to recover outstanding debt.
