Common use of HANDLING COMPLAINTS Clause in Contracts

HANDLING COMPLAINTS. (a) The Customer may file a complaint under this Rental Contract by contacting Rent Smarte in accordance with the details in Rent Smarte Credit Guide. On receipt of a written complaint from the Customer, Rent Smarte shall promptly reply within seven (7) business days acknowledging receipt of the complaint. Rent Smarte shall immediately investigate the complaint and if necessary correspond directly with the Customer in relation to the disputed matter; (b) The investigation will consider the nature of the complaint, whether the Customer complied with the Rental Contract and any proposed resolution; (c) Rent Smarte will within thirty (30) business days of receipt of the notice of dispute from the Customer or a longer period of up to ninety (90) calendar days if agreed by the Customer, finalise the investigation of the dispute and report in writing to the Customer the result of the review; (d) Where the dispute is not resolved to the satisfaction of the Customer, the Customer has the right to escalate the dispute to the directors of Rent Smarte for consideration; and (e) If the Customer is dissatisfied with the determination of the directors of Rent Smarte then the Customer may refer the complaint to the external dispute resolution service Rent Smarte subscribed to. The Customer must not file a complaint with Rent Smarte’ external dispute resolution service unless the Customer first attempted to resolve the complaint/dispute with Rent Smarte under its internal dispute resolution mechanism. Rent Smarte’ Credit Guide which was provided to the Customer contains details of the external dispute resolution service provided by Australian Financial

HANDLING COMPLAINTS. (a) The Customer may file a complaint under this Rental Contract by contacting Rent Smarte CHERPA in accordance with the details in Rent Smarte CHERPA Credit Guide. On receipt of a written complaint from the Customer, Rent Smarte CHERPA shall promptly reply within seven (7) business days acknowledging receipt of the complaint. Rent Smarte ▇▇▇▇▇▇ shall immediately investigate the complaint and if necessary correspond directly with the Customer in relation to the disputed matter; ; (b) The investigation will consider the nature of the complaint, whether the Customer complied with the Rental Contract and any proposed resolution; ; (c) Rent Smarte CHERPA will within thirty (30) business days of receipt of the notice of dispute from the Customer or a longer period of up to ninety (90) calendar days if agreed by the Customer, finalise the investigation of the dispute and report in writing to the Customer the result of the review; ; (d) Where the dispute is not resolved to the satisfaction of the Customer, the Customer has the right to escalate the dispute to the directors of Rent Smarte CHERPA for consideration; and and (e) If the Customer is dissatisfied with the determination of the directors of Rent Smarte CHERPA then the Customer may refer the complaint to the external dispute resolution service Rent Smarte CHERPA subscribed to. The Customer must not file a complaint with Rent SmarteCHERPA’ external dispute resolution service unless the Customer first attempted to resolve the complaint/dispute with Rent Smarte CHERPA under its internal dispute resolution mechanism. Rent SmarteCHERPA’ Credit Guide which was provided to the Customer contains details of the external dispute resolution service provided by Australian FinancialFinancial Complaints Authority (AFCA).