投诉政策Complaints Policy

我们的原则Our principles

一个好的投诉政策不是把你拖到放弃的政策。我们的原则是：A good complaints policy isn't one that wears you out. Our principles:

• <strong>承认</strong>：投诉是我们改进的礼物。<strong>acknowledge</strong> — complaints are gifts that drive improvement.
• <strong>免费</strong>：每一步都不收费——包括外部 AFCA 升级。<strong>free</strong> — every step, including AFCA escalation.
• <strong>及时</strong>：发布的时限是上限，绝大多数远低于此。<strong>timely</strong> — published timeframes are ceilings; most resolve faster.
• <strong>透明</strong>：每年公开投诉数量、平均处理时间、AFCA 升级率。<strong>transparent</strong> — annual public report on volumes, resolution time, AFCA escalation rate.
• <strong>不报复</strong>：投诉不会影响你与我们的服务关系。<strong>no retaliation</strong> — complaining never affects your service relationship.

怎么投诉How to complain

任意一种方式——选你舒服的：Any of these — pick what's comfortable:

信息越具体越好：日期、涉及的经纪人、具体事件、你希望的解决方案。但<strong>不强制</strong>——只要让我们知道有问题就能开案。More detail = faster resolution: dates, broker involved, what happened, what outcome you want. But <strong>not required</strong> — just letting us know there's an issue is enough to open the case.

我们怎么处理Our process

第 1 阶段——内部受理（IDR）Stage 1 — Internal Dispute Resolution (IDR)

1. <strong>2 个工作日</strong>内：书面确认收到，分配 case ID。<strong>2 business days</strong>: written acknowledgement, case ID assigned.
2. <strong>15 个工作日</strong>内：完成调查，给你书面回复——说明结论、依据、补救措施。<strong>15 business days</strong>: investigation complete, written response covering findings, reasoning, remedy.
3. 如果案件复杂需要更长时间，我们会主动告知延期理由——但任何情况下不超过 <strong>30 个工作日</strong>（ASIC RG 271 上限）。If complex, we'll proactively explain the delay — never beyond <strong>30 business days</strong> (ASIC RG 271 ceiling).

第 2 阶段——外部受理（EDR / AFCA）Stage 2 — External (AFCA)

如果你不满意我们的内部回复，可以免费升级到 AFCA（Australian Financial Complaints Authority）。AFCA 是独立法定机构——他们的判决对我们<strong>有法律约束力</strong>，对你不强制。Unhappy with our reply? Escalate free to AFCA (Australian Financial Complaints Authority). AFCA is an independent statutory body — rulings are <strong>legally binding on us</strong>, optional for you.

• 电话Phone：1800 931 678
• 邮箱Email：info@afca.org.au
• 网址Web：afca.org.au
• 我们的会员号Our member ID：87234

第 3 阶段——法院Stage 3 — Court

保留向 NSW 法院起诉的权利。但绝大部分纠纷在 IDR 或 AFCA 阶段解决——过去 5 年我们没有任何案件升级到法院。Right to sue in NSW courts is preserved. But the overwhelming majority of disputes resolve at IDR or AFCA — zero court cases in the last 5 years.

可能的补救措施Possible remedies

根据具体情况，可能包括：Depending on the situation:

• 书面道歉。written apology.
• 补偿因我们过失造成的直接经济损失（由 Outsource Financial 的 ACL 专业责任险覆盖）。compensation for direct losses caused by our fault (covered by our master ACL holder's professional indemnity insurance).
• 重做服务（如重新对比 / 重新提交申请）。redo the service (re-comparison, re-submission).
• 放弃 / 退还 trail commission（极少用——我们对客户已经免费）。waive/refund trail commission (rarely used — already free for you).
• 改进流程并向你说明。process improvement with explanation back to you.

年度数据 · 2025Annual data · 2025

按照 ASIC RG 271 要求，公开过去财年的投诉数据：Per ASIC RG 271, our last-FY complaint stats:

行业平均（澳洲贷款经纪人）的投诉率是 0.7%——我们的 0.34% 是行业平均的一半。完整年度报告（含分类、根因分析）发邮件到 compliance@ 索取。Industry average (AU mortgage brokers) is 0.7% — we're at half of that. Full annual report (categories, root-cause analysis) on request to compliance@.

语言支持Language support

所有投诉处理流程<strong>支持中文</strong>——不仅仅是翻译，是由会说中文的合规专员主理。Full Mandarin support throughout — not just translation, but Mandarin-speaking compliance officers handling your case.

如果你需要 AFCA 的中文支持，他们也提供——他们的语言热线 1800 555 660 服务包括普通话、粤语等 40+ 种语言。AFCA also offers Mandarin support via their language hotline 1800 555 660 (40+ languages including Mandarin, Cantonese).