1. About this Internal Dispute Resolution Policy

Uniko Capital is committed to listening to concerns and resolving complaints fairly, consistently, transparently and as quickly as possible. This Internal Dispute Resolution (IDR) Policy explains how you can raise a concern about our credit activities, services, staff, credit representatives or the way we have handled a complaint.

This policy is intended to be easy to understand and use. You do not need to use the word “complaint”, complete a special form or put your concern in writing. If you express dissatisfaction and a response or resolution is expected, we will consider it under our IDR process.

2. What is a complaint?

A complaint is an expression of dissatisfaction made to or about Uniko Capital, our products or services, our staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Our IDR process can handle complaints about credit activities carried on by Uniko Capital or our credit representatives. This includes complaints from consumers of credit, lessees and guarantors, and we also encourage eligible small businesses to use this process.

Examples include concerns about:

• the way we provided credit assistance or communicated with you;
• the information we gave you about a loan, lender, fee, commission, service or application;
• delays, errors, conduct, privacy or the way your information was handled;
• the conduct of one of our credit representatives; or
• the way we responded to or managed an earlier complaint.

We will not relabel a complaint as general feedback or an enquiry merely because it is verbal, appears straightforward, is considered unlikely to have merit, or is resolved quickly.

3. How to lodge a complaint

You can complain in the way that is most convenient for you. Contact us by phone, email, letter, online enquiry or in person. If you make a complaint through a social media channel we control, please do not post personal or financial information publicly; our team will arrange a private way to continue the conversation.

• Phone: Call 1300 0 UNIKO (1300 086 456) and ask to make a formal complaint.
• Email: Send your complaint to admin@unikocapital.com.au.
• Post or in person: Write to or visit us at Suite 304, 111 Overton Rd, Williams Landing VIC 3027.
• Representative: An authorised representative can lodge and discuss a complaint for you. Tell us if you need an authority form or support with the process.

To help us investigate, please tell us what happened, when it happened, who you dealt with, the outcome you are seeking and any relevant documents or reference numbers. You can still lodge a complaint if you do not have all of this information.

If you need the policy in another format or language, or need help because of a disability, illness, financial difficulty or other circumstance, please let us know. We will take reasonable steps to support your access to the IDR process.

4. What happens after you complain?

We will acknowledge your complaint promptly, normally within 24 hours or one business day, or as soon as practicable. We may acknowledge it by phone or in writing, taking into account the channel you used and any communication preference you have told us about.

We aim to resolve complaints at the first point of contact where appropriate. A person who was directly involved in the matter will not make the final decision where this would create a conflict or affect the fairness of the review.

5. IDR response timeframes

For a standard complaint, we will provide a written IDR response no later than 30 calendar days after receiving the complaint, subject to the applicable rules and any permitted exception.

Complaints involving a default notice, hardship notice or a request to postpone enforcement proceedings can be urgent and may have a 21-calendar-day response timeframe where that timeframe applies to the responsible credit provider or credit licensee. If the lender, rather than Uniko Capital, is the credit provider or decision-maker, the lender's hardship process and legal timeframe may apply. We will explain the relevant pathway and, where authorised, assist with communication or referral.

If a complaint is particularly complex or circumstances outside our control prevent a response within the applicable maximum timeframe, we will send a delay notification before the timeframe expires. The notification will explain the reason for the delay and your right to take the complaint to AFCA, including AFCA's contact details.

6. Our written response

Our IDR response will tell you the final outcome of the complaint. If we have rejected or partly rejected your complaint, we will explain the reasons, address the issues you raised, identify the material facts and information relied on, and give enough detail for you to understand our decision.

The response will also explain your right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied, and provide AFCA's contact details. You do not have to accept an outcome that does not resolve your concerns before contacting AFCA.

7. If you are not satisfied: AFCA

If we do not resolve your complaint to your satisfaction, or you have not received an IDR response within the applicable timeframe, you may be able to take your complaint to AFCA. AFCA is an independent, free external dispute resolution service for eligible consumers and small businesses. AFCA will determine whether it can consider your complaint under its rules and jurisdiction.

AFCA may apply eligibility requirements and time limits, so you should contact AFCA promptly and check its current information at afca.org.au. You can also ask AFCA about interpreter and accessibility support.

8. Company disclosure and general disclaimer

UNIKO CAPITAL PTY LTD | ACN: 633 521 | A: Suite 304, 111 Overton Rd, Williams Landing VIC 3027 | T: 1300 0 UNIKO | E: admin@unikocapital.com.au | Australian Credit Licence: 577377.

9. Contact Uniko Capital

To lodge a complaint or ask a question about this policy, please contact Uniko Capital using the details below. Please do not email identity documents, bank statements or other sensitive financial information unless our team has told you how to send it securely.

This policy is intended to operate with applicable Australian credit laws, ASIC Regulatory Guide 271 and the rules of AFCA as amended from time to time. It is general information about our complaint process and is not legal advice. If there is any inconsistency, applicable law and the relevant AFCA rules prevail.