Complaints and Feedback
If our service doesn’t meet your expectations, we’re here to address your concerns. Whether you’ve encountered challenges or have suggestions for improvement, this platform is dedicated to listening, understanding, and progressing together.
Your feedback is crucial in our journey toward service excellence.
Enhancing Services
Complaints steer our evolution, continuously refining services to better align perfectly with your needs, thereby enhancing satisfaction for all customers.
Tailored Resolutions
Specific complaints empower us to craft targeted solutions. This personalisation guarantees an improved experience not only for you but for all our customers.
Transparent Progress
We uphold transparency. Upon lodging your complaint, we will keep you informed about the rectification steps we’re undertaking, valuing your involvement in the process.
How to make a complaint
Your experience matters greatly to us, and if you’re encountering any issues or challenges with our services, rest assured that assistance is readily available. We understand the importance of addressing concerns promptly and effectively. Therefore, the process of making a complaint is designed to be straightforward and hassle-free. We value your feedback and strive to ensure that your voice is heard, so that we can continuously improve and provide you with the best possible experience.
Authorised representatives:
If you would like to appoint someone to represent you in relation to your complaint, under Privacy laws we need your written authorisation to allow us to discuss your personal information with them.
Online Complaint Form:
To get started, simply access the Complaints Form below. Provide a comprehensive description of your complaint, including what outcome you are seeking and attach any supporting documents that will assist with our investigation.
Online Complaint Form
Direct Communication:
Connect with our Complaints Team on 02 8568 6500. Our representatives are attentive to your concerns and will guide you through the process. Or email at complaints@ccsgroup.com.au with the subject line “Service Complaint and include your case number.”
The Significance of Your Complaint:
- Enhancing Services: Complaints steer our evolution. Every voiced concern refines our services, ensuring alignment with your needs and expectations.
- Tailored Resolutions: Specific complaints empower us to craft targeted solutions. This personalisation guarantees an improved experience not only for you but for all our customers.
- Transparent Progress: We uphold transparency. Upon lodging your complaint, we will keep you informed about the rectification steps we’re undertaking, valuing your involvement in the process.
Internal dispute resolution process
We will acknowledge your complaint within 24 hours of receiving it or as soon as practicable.
Where we are acting on behalf of our client, we will refer your complaint to their Internal Dispute Resolution (IDR) process and collections activity/legal proceedings will be placed on hold until the outcome of the complaint is determined.
The following resolution timeframes apply from the day the complaint was received:
- Standard complaints 30 calendar days
- Credit-related complaints involving default notices 21 calendar days
- Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings 21 calendar days
If the complaint is about our staff or services, our Complaints Team will investigate the complaint and report findings to the client including action being taken to address any issues identified.
Your Privacy and Fair Treatment:
Your complaint is treated with the utmost confidentiality. Your information is utilised solely for resolution purposes. Our dedicated team investigates impartially, striving to find a solution that is acceptable to both parties.
We appreciate your trust in CCSG. Your feedback encourages us towards excellence.
Let’s collaborate to transform your concerns into pathways for progress. We’re here to listen, understand, and take decisive action!
