Dispute Resolution Policy
Green Light Auto Finance are committed to the fair and prompt resolution of any disputes (relating to credit products) or complaints (general).
How to lodge a Complaint or Dispute
Please let us know of any concerns you may have promptly as a conversation on the telephone or in person may enable us to quickly resolve your issue:
It is recommended that you first make contact with the intermediary that you have been dealing with.
If you feel the issue has not been resolved to your satisfaction, please contact us by:
Phone: 1300 081 488
Green Light Auto Finance
PO Box Z5263, St Georges Terrace, Perth WA 6831
If you have chosen to email or write to us with a complaint, you will receive an acknowledgement within 24 hours of us receiving it.
A member of our team will assist you with handling the complaint/dispute and will advise if any further information is needed. Our team will liaise with managers and other team members to escalate your concern to the appropriate person, who will investigate and respond to you. If your complaint/dispute is escalated to the Dispute Resolution Officer, they will determine a fair remedy and you will be informed of the decision and the reasons for that decision.
If you require additional assistance to submit your complaint/dispute, please notify us when you contact us and we will ensure that we understand your requirements and provide you with the appropriate level of additional support or flexibility.
All complaints/disputes will be processed at no charge to you.
We will provide you with a Dispute Resolution Response which will contain the following information:
the final outcome of your complaint/dispute through our dispute resolution process; and
in certain circumstances - your rights to take the complaint/dispute to an external dispute resolution service if you are not satisfied with our response and their contact details.
If we reject or partially reject your complaint/dispute, our response will contain reasons for the decisions including, our findings on questions of fact and sufficient information for you to understand the basis of our decision.
Our internal procedures ensure that all complaints/disputes are acknowledged within 24 hours of receipt and dealt with within the predetermined timeframes. A response explaining the outcome of the complaint/dispute and the reasons for it will be provided in most cases within 30 days or within 21 days if the complaint involves hardship. In some circumstances, GreenLight Auto may request additional information from the complainant or their advocate in which case additional timescales may apply.
External dispute resolution services for credit related disputes
If your dispute relates to credit, for example a Green Light Auto loan and you are not satisfied with the result you may wish to contact our External Dispute Resolution scheme provider - Australian Financial Complaints Authority (AFCA). This is a free service established to provide you with an independent mechanism to resolve specific disputes.
Australian Financial Complaints Authority can be contacted by phone 1800 931 678 (free call), by email to email@example.com, by post at GPO Box 3, Melbourne VIC 3001 or via their website www.afca.org.au.
Alternatively, you can go to court. You may wish to get legal advice, for example from your community legal centre or Legal Aid.