Our complaints resolution policy
We at MCR Partners are committed to providing all our clients with a high quality of service. We encourage our staff members to strive for continuous improvement.
If you believe for any reason that we have failed to meet our commitments, we need you to tell us about it, at first instance. Once we are informed, we will take the opportunity to address your concerns and will do so as soon as possible. As a result we will improve our levels of client care and our business practices.
Disputes and complaints can arise with any service.
Here at MCR Partners we seek to minimise all complaints and disputes by providing a transparent and effective service.
If there is something we could have done better we would like to know.
We take all complaints seriously and attempt to address it quickly and effectively.
Our complaints process – internal complaints resolution
If you have a complaint or are dissatisfied with our service, you can make a complaint. The complaint can be made orally to 03 8672 7989 or in writing to admin@mcrpartners.com.au.
Please make sure that you provide up to date contact details and/or confirm the same.
Both oral and written complaints will be acknowledged on the same business day or at least within 24 hours. We may request that you provide more information so we may better understand your complaint.
Your complaint will be entered into our Complaints Register and will be allocated to an internal client care staff member (not involved in the original matter) for resolution.
The client care staff member may contact you to better understand your complaint and to discuss what outcome/remedy you are seeking.
The staff member will then make a decision on the complaint and this will be communicated to you.
Except in exceptional circumstances, we strive to resolve all complaints within a maximum of five (5) working days.
External complaint resolution bodies
If you are unhappy with our handling of your complaint or if has not been resolved to your satisfaction, you can lodge a complaint with the external dispute resolution scheme, th Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent complaint resolution that is free to consumers.
AFCA may be contacted as follows:
By Telephone: 1800 931 678 (free call)
By Email: info@afca.org.au
Online: www.afca.org.au
By mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.
Do you need assistance to make a complaint?
If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service at https://nrschat.nrscall.gov.au/nrs/internetrelay
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The Translating and Interpreting Service (TIS National) https://www.tisnational.gov.au/ provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131450.
Can someone else make a complaint on my behalf?
Yes. To protect your privacy, you will need to give us written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time.
Review of complaints handling process
We here at MCR Partners strive for continuous improvement and this complaints handling process will be reviewed regularly to ensure that it continues to be effective.
Further information
- We aim to provide a simple, fair, confidential and transparent complaint resolution process that is easy to access.
- We will always strive to address any complaint in a prompt and fair manner.
- If English is not your first language, we will assist you to vocalise and formalise your complaint.
- If you have other needs we should know about to help us assist you, please let us know so we may assist you.
- We encourage feedback from our clients, including in relation to complaints. This will help us with our motto of continuous improvement in the services we provide to our clients.
- We will keep you updated on the progress of your complaint.
- We will ensure that you are happy with the outcomes.
Helpful Resources
There are a number of organisations that provide a free service which consumers can access.
Financial counsellors may be contacted on the National Debt Hotline – 1800 007 007. They will transfer you to a financial counsellor in your state or territory.
The free National Debt Helpline www.ndh.org.au is open from 9.30 a.m. to 4.30 p.m. Monday to Friday.
Small business support
Small business support is available on its support line at 1800 413 828.
Community Legal Centres
You also have the option to engage a solicitor. Assistance may be available to you through Legal Aid in your state or territory or by way of your local Community Legal Centre. Visit https://www.fclc.org.au/find_a_community_legal_centre to find one nearest to you.
Koori Help offers free debt advice and free legal advice
Lawyer: 1800 931 678 | Koori Helpline: 1800 574 457
- MoneySmart at www.moneysmart.gov.au Australian government website with useful information and tools regarding financial matters such as banking, budgeting, loans etc.
- The Salvation Army provides free and confidential serviced at: https://www.salvationarmy.org.au/need-help/financial-assistance/financial-counselling/.
- St Vincent’s - Financial Counselling Telephone 08 6323 7500 or email info@svdpwa.org.au - Monday to Friday 8:30am to 4:30pm
- Energy and Water Ombudsman | 1800 500 509 www.ewov.com.au Complaints regarding electricity, gas and water providers
- Telecommunications Industry Ombudsman | 1800 062 058 www.tio.com.au Complaints regarding telephone and internet providers