Complaints Policy

Inside Edge Novated Leasing Pty Ltd ("Inside Edge", "we", "our" or "us") is committed to providing high-quality products and services and resolving complaints fairly, efficiently, respectfully and as quickly as reasonably practicable. We recognise that complaints provide valuable opportunities to improve our services, strengthen customer relationships and enhance our business practices.

This policy explains how customers, employers, authorised representatives and other stakeholders may raise concerns and how Inside Edge manages complaints in accordance with applicable Australian laws, the Privacy Act 1988 (Cth), Australian Consumer Law and the Australian Finance Industry Association (AFIA) Code of Practice.

Inside Edge is committed to:

• treating every complainant with courtesy, fairness and respect;
• acknowledging complaints promptly;
• investigating complaints objectively and impartially;
• keeping customers informed throughout the complaint process;
• resolving complaints as quickly as reasonably practicable;
• protecting the privacy and confidentiality of personal information;
• identifying opportunities to improve our products, services and processes through complaint analysis.

There is no charge for making a complaint.

A complaint may be made by:

• a customer;
• a prospective or previous customer;
• an employer;
• an authorised representative;
• a legal representative;
• a support person acting on behalf of a customer; or
• any other person directly affected by the products or services provided by Inside Edge.

Where required, we may request evidence of authority before discussing a complaint with a representative.

You may contact us by:

• Telephone: 1300 551 987
• Website: www.iedge.com.au
• Email: complaints@iedge.com.au
• Mail: Inside Edge Novated Leasing Pty Ltd, PO Box 6806, Melbourne, VIC 3004

When making a complaint, it is helpful to provide your name, contact details, vehicle registration (where applicable), employer (if relevant), details of the complaint, supporting documentation and your preferred outcome. However, a complaint may still be lodged if this information is not immediately available.

We aim to acknowledge complaints as soon as reasonably practicable and generally within one business day.

Each complaint will be assessed by an appropriately authorised employee who will investigate the matter fairly, consider all relevant information and determine an appropriate outcome.

Where additional time is required, we will keep you informed of the progress of your complaint and provide updates where appropriate.

Once our investigation is complete, we will explain our decision, the reasons for it and any actions we propose to take.

Inside Edge recognises that some customers may require additional assistance during the complaints process.

This may include customers experiencing financial hardship, illness, disability, family or domestic violence, language barriers, mental health concerns or other circumstances that may affect their ability to engage with us.

Where we become aware of these circumstances, we will take reasonable steps to adapt our complaint handling process to meet the customer's individual needs. This may include accepting communications through an authorised representative, arranging interpreter services, providing alternative communication methods or referring customers to the relevant financier's hardship assistance process where appropriate.

Some products and services provided through Inside Edge involve finance providers, insurers, dealerships, service providers or other third parties.

Where a complaint relates wholly or partly to another organisation, we will work with that organisation where appropriate, keep you informed of progress and continue to manage those aspects of the complaint that are our responsibility. Where possible, we will also assist you by providing relevant information, supporting documentation and the appropriate contact details for the relevant organisation or financier to help facilitate the resolution of your complaint.

Where your complaint relates to a finance product that is provided by a financier and administered by Inside Edge, the complaint will be assessed and managed in accordance with the relevant financier's complaints handling process and applicable regulatory obligations. While we will assist in facilitating the complaint where appropriate, the responsible financier will determine the outcome of matters relating to the finance product. Depending on the financier and the nature of the complaint, you may have access to the financier's external dispute resolution scheme, such as the Australian Financial Complaints Authority (AFCA), where the financier is an AFCA member. Eligibility to access AFCA is determined by the relevant financier's membership and AFCA's Rules.

Personal information collected during the complaint process will be handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Inside Edge Privacy Policy.

Information will only be collected, used and disclosed where reasonably necessary to investigate and resolve your complaint or where otherwise required or authorised by law.

If you are dissatisfied with our response, you may ask us to review our decision if you believe relevant information has not been considered. You may also seek independent legal advice or contact an external organisation where appropriate.

Where your complaint relates to a product or service provided by a member of the Australian Financial Complaints Authority (AFCA), you may be eligible to refer your complaint to AFCA after the relevant member has had an opportunity to consider the matter.

If your concern relates to Inside Edge's compliance with the AFIA Code of Practice, you may also raise the matter with the Australian Finance Industry Association (AFIA) following completion of our internal complaints process.

Further information is available at:

Inside Edge regularly reviews complaint information to identify systemic issues, improve customer outcomes and strengthen our products, services and business processes.

This policy is approved by the Board and will be reviewed at least annually or earlier where required due to legislative, regulatory or business changes.