Complaints

Internal Dispute Resolution Procedures

We aim to provide the very best service for our clients. If you are unhappy with any part of our service, our internal dispute resolution process is designed to handle your complaint efficiently, honestly and fairly. We do not charge a fee to handle a complaint.

BLSSA Pty Ltd (ACN 117 651 760), Australian Credit Licence 391237, may assist us in investigating and resolving your complaint.

How to Make a Complaint

You can make a complaint by telephone, email, letter or in person. Your complaint does not need to be in writing. Please provide your name, contact details, details of the service or transaction involved, what happened and the outcome you would like.

LeMerit Finance Complaints Officer

Zhongyi Li
LeMerit Finance Pty Ltd
1 Valma St, Bayswater VIC 3153, Australia
Phone: 0433 594 347
Email: complaints@lemeritfinance.com.au

BLSSA Pty Ltd Complaints Officers

PO Box 626, Collins Street West, VIC 8007
Phone: 03 8616 1443
Email: resolutions@blssa.com.au

How We Handle Your Complaint

Our complaints officers have the experience and authority to investigate complaints and make decisions about outcomes. Staff and consultants who deal with clients are made aware of how to refer a complaint to the appropriate complaints officer. If an officer is unavailable, we will record your contact details and a description of the complaint so we can follow up.

We will acknowledge receipt as soon as practicable and consider the information you provide. We may ask for further information or consult BLSSA Pty Ltd. If the complaint concerns a third party, such as a lender, we may direct you to that party’s complaints process.

Response Timeframes

For standard complaints, we will provide our internal dispute resolution response within 30 calendar days of receiving your complaint. Different timeframes may apply to certain credit complaints, including financial hardship, default notices and enforcement-related matters, depending on the circumstances and applicable requirements.

If we cannot provide a response within the applicable timeframe, we will explain the reason for the delay and your right to refer the complaint to the Australian Financial Complaints Authority (AFCA), together with its contact details.

Our Written Response

Our response will explain the outcome of your complaint and the reasons for our decision. We will address the issues you raised and, where relevant, refer to applicable legislation, codes, standards or procedures. We may accept the complaint and offer a remedy, offer a remedy without accepting the complaint, or reject the complaint with reasons.

Remedies

Where a remedy is appropriate, it may be financial, non-financial, or both. In deciding on a remedy, we consider any direct loss or damage, relevant legal principles, external dispute resolution rules, applicable industry codes and fairness.

If You Are Not Satisfied

If you are not satisfied with our response, or we have not responded within the applicable timeframe, you can contact AFCA. AFCA provides a free, independent external dispute resolution service for consumers and small businesses.

Australian Financial Complaints Authority
Phone: 1800 931 678
Website: www.afca.org.au

Privacy Complaints

If your complaint relates to personal information, you can also follow the process in our privacy policy. If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Phone: 1300 363 992
Website: OAIC privacy complaints

Records and Review

We keep records of complaints, including their type, subject, outcome and response time, to identify recurring problems and improve our services. Subject to our legal and privacy obligations, complaint information may be made available to the relevant external dispute resolution scheme and ASIC.

We review our complaints procedures regularly to ensure they operate effectively.