Complaints Handling

Atradius employees, including the Board of Directors, are committed to providing an effective complaints handling system for complainants.

Commitment

Atradius employees, including the Board of Directors, are committed to providing an effective complaints handling system for complainants. We acknowledge your right to complain or make comment on our performance and we actively encourage you to provide feedback on our service standards, products, processes, systems and employees. We have a written complaints policy, an established complaints handling process and a dedicated complaints manager.

Fairness

Atradius' complaints policy and complaints handling process is based on the principle of natural justice and ensures fairness for both the complainant and any Atradius employee who has a complaint made against them. Our investigation of a complaint will always be objective and will be conducted by a senior member of staff.

Resources

Atradius ensures that its employees have sufficient delegated authority to resolve complaints.

Visibility and access

Atradius provides a number of possible avenues for complainants to make complaints and, if necessary, for the complaint to be escalated. Our complaints handling process is available to the general public via our website and other documentation.

Assistance

Atradius' complaints lodgement form offers assistance in the lodgement of complaints.

Responsiveness

Atradius deals with complaints promptly and courteously. If we cannot resolve your complaint within 2 working days, we will formally acknowledge your complaint in writing and agree upon a future resolution date. We will also tell you who within Atradius will be handing your complaint.

Fees

Atradius does not charge fees in relation to its complaints resolution process.

Remedies and solutions

Atradius' complaints handling process enables us to determine and implement remedies and solutions in relation to the complaints we receive.

Data collection

Complaints are recorded and data submitted for central collation and analysis.

Recurring problems

Atradius conducts regular reviews of its complaints data in order to identify and rectify recurring problems.

Independent Dispute Resolution Schemes

If you are unhappy with the outcome of our investigation, you may chose to contact an independent dispute resolution scheme, examples of which can be found below.

Financial Ombudsman Service - http://fos.org.au/centric/home_page.jsp

Privacy Commissioner Australia - http://www.privacy.gov.au/