Internal Dispute Resolution

Alliance Automotive & Equipment Group Pty Ltd is committed to serving you better. However, we recognise that sometimes things do not go how you planned and there may be instances where you are not satisfied with the information we have provided to you or our service has not met your expectations.

If this is the case and you wish to lodge a complaint, (dispute) we have an internal dispute resolution (IDR) procedure in place. This procedure is there to help us resolve your complaint as quickly as possible. Further, this is a free service to you and or your representative.

IDR – Internal Disputes Resolution process

To assist us in handling your complaint in fair and timely manner, we ask you communicate with us directly to the following:

Alliance Automotive & Equipment Group Pty Ltd
Internal Disputes Resolution
PO Box 1302
Oxenford Qld 4210

Or:
Email: info@allautoequip.com.au
Subject: Internal Disputes Resolution

Response Times

If you lodge a complaint via our Internal Dispute Resolution process,
We will investigate your complaint in a timely manner. Where
possible we will aim to have your complaint resolved within 7
business days. However, we do have 45 days to provide a response
to you. Sometimes these issues are complex and if we are unable to
resolve your complaint within these timeframes we may seek your
agreement to a longer time if it is needed. We will keep you informed
with updates throughout the process. We may ask your assistance
in obtaining additional information to help us resolve your complaint.

Outcome

Once we have made a decision on your complaint, we may either:

• Provide you with a written response outlining the remedy or explanation or the steps to rectify the concerns you have raised
• Advise that we do not agree with the outcome you have sought and provide you the reasons for our decision.

What Next

Our aim is to quickly and fairly resolve your complaint through our Internal Dispute Resolution (IDR) process. However if you are not satisfied with our response and want to take your complaint further, You can engage the External Dispute Resolution (EDR).

External Disputes Resolution (EDR) process

Australian Financial Complaints Authority (AFCA) is an Independent and impartial authority that provides an External Disputes Resolution process to consumers (A Free service)

Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
Melbourne, Victoria 3001
Tel: 1800 931 678
Web: www.afca.org.au
Email: info@afca.org.au