External Dispute Resolution Program

Procedure for resolving disputes

At Altitude Capital we work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have one well and other times when you may wish to tell us we have not met your expectations.

If, for any reason, you do not feel that you have received the highest standard of care from Altitude Capital and/or the Credit Representative, we encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact our complaint handling area on phone: 9659 2202 or email to [email protected]

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party. You may contact the Credit Ombudsman Service Limited (“COSL”). COSL is an entirely independent external dispute resolution scheme of which Altitude Capital is a member. COSL provides specialist assistance to consumers with queries regarding the credit services they have been provided with. The COSL contact details are:

Phone: 1800 138 422 or visit their website at www.creditombudsman.com.au for further information.

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