Dispute Resolution
As part of a large group of companies and member of the ARMS Global Group, TCM adopts stringent practices and compliance strategies throughout the debt management process.
To facilitate this, we adopt an internal company code of ethics as well as comply with or exceed all local and national legislation regarding the recovery of debts.
We maintain high workplace standards and strive to become a leader in the debt recovery field. As such, we recognise that the only way to improve is to act upon complaints with meaningful and timely advice. Accordingly, TCM welcomes complaints against our performance that are fair and just.
Our complaints handling process allows us to provide competent, effective and timely response and action that is catered to your needs. Complaints made against us are handled by our trained team of complaints professionals to ensure our action actually meets what was asked.
We recognise that complaints provide us with the opportunity to resolve any issues in a professional manner and assists our training team ensure similar mistakes don't reoccur.
TCM Finance, will endeavour to resolve any complaint, where possible within 1 working day, with any complaints outstanding for greater than 7 working days escalated to senior management.
Lodging Your Complaint
In order to lodge a complaint, we request that you provide the following:
- Your full name and contact details, including postal address.
- Your TCM Reference Number or account details (where applicable).
- Names of any TCM staff involved in the matter.
- Any relevant dates and times.
- Clear and concise details as to the nature of your complaint.
- What you would like to see happen.
Please address the details of your complaint to:
Compliance Team
ARMS Group Pty Ltd
GPO Box 198
Brisbane QLD 4001
Telephone: 07 3016 3214
Facsimile: 1800 181 774
Email: [email protected]
Investigating Your Complaint
TCM will allocate a Complaints Officer to access documents and or records required for the investigation process. Note, any person who is involved in the subject matter of the complaint will not investigate your complaint. This ensures accountability in the process and negates any further disputes.
Timeliness
TCM will issue your complaint with an acknowledgment within 30 days to ensure you aware your complaint is managed not forgotten. If your complaint is resolved in the meantime, this letter will not be issued.
Written Response
TCM will provide a written response to your complaint, which will include reasons for reaching a particular decision that adequately addresses the issues that were raised in your complaint.
Where practicable, this response will include authorities to the applicable provisions in legislation, codes, standards or procedures to support the complaint.
Dispute Resolution
Throughout the dispute resolution process we will endeavor to resolve disputes efficiently, effectively and fairly.
However, in the event you are not satisfied, you have the ability to take the matter to your local consumer complaints tribunal.
Detailed below are a list of local consumer tribunals:
New South Wales - Consumer, Trader & Tenancy Tribunal (www.cttt.nsw.gov.au)
Victoria - Victorian Civil and Administrative Tribunal (www.vcat.vic.gov.au)
Queensland – Department of Fair Trading (www.oft.justice.qld.gov.au)
South Australia – Office of Consumer and Business Affairs (www.ocba.sa.gov.au)
Western Australia – Consumer and Employment Protection
Tasmania – Consumer Affairs and Fair Trading (www.consumer.tas.gov.au)
ACT – Fair Trading (www.fairtrading.act.gov.au)
NT - Consumer Affairs (www.caba.nt.gov.au)
In addition there are a number of ‘not for profit’ and other organisations who can provide financial counseling and assistance with negotiation and resolution of financial disputes. A list of which can be obtained from the Yellow Pages under the heading of Community Advisory Services.