Complaints Policy

A Guide to tiiik’s Complaint Handling Process

Tiiik Pty Ltd ACN 639 448 490 Corporate Authorised Representative Number 1292244 and its related bodies corporate (Tiiik, we, us, our) loves to hear your feedback when you are pleased with our services. However, we know that we may not always get everything right. We encourage you to contact us if you are dissatisfied with any aspect of our services.

Lodging a Complaint

You can lodge a complaint:(a) by email to – Attention: Chief Risk Officer; or
(b) in writing by letter addressed to The Complaints Officer / Chief Risk Officer, Tiiik Pty Ltd, 425 Smith Street, Fitzroy VIC 3065.

Resolving Complaints

Once we receive a complaint, the person who has been appointed to handle the resolution of your complaint will contact you within two business days.

The person handling your compliant will investigate the complaint, and in some cases they may ask you to provide additional information.

How long will it take?

Tiiik will try to resolve your complaint within 10 calendar days, however, this may not always be possible, however, we always aim to resolve your complaint within 45 days.

If we cannot provide you with our response to your complaint within the above timeline, we will write to you to tell you the reasons for the delay and give you information about your rights.

How will tiiik notify me of the outcome of my complaint?

Tiiik will contact you by the method of communication that you have nominated as your preferred option, usually by phone or email.

If our response to your complaint is not in your favour, we will write to you to explain the reasons for our decision and provide you with information about your rights.

What if I am not satisfied with tiiik’s response to my complaint?

Tiiik Pty Ltd is a member of the Australian Financial Complaints Association (AFCA), membership number 86285.

If you are an individual or a ‘small business’ (ie you employ less than 100 employees) (Eligible Customer) you can refer your complaint to AFCA.

AFCA is an independent dispute resolution services that is provided to Eligible Customers free of charge.

You can contact AFCA on:• 1800 931 678 (free call)
• GPO Box 3, Melbourne VIC 3001

Once a complaint has been made to AFCA, they will contact Tiiik directly to begin investigations.