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Dispute Resolutions.

Internal Dispute Resolution

TL Rentals understands that issues may arise from time to time and we recognise that the customer comes first. We value feedback on the products and services we offer and welcome comments that may lead to further improvements on how we conduct our business.

The Internal Disputes Resolution process is a 3 step process.

Step 1

Contact our Disputes Resolution Manager, Michael Payne, if you require further assistance:

By Phone: 1300 137 146

By Email: michael.payne@tlrentals.com.au

In Writing: Level 1, 72 Archer Street, Chatswood NSW 2067

Step 2

The Disputes Resolution Manager will investigate the customer concerns and make a final decision with a view to resolving the matter satisfactorily. The Disputes Resolution Manager has the authority to make a final decision and will notify you in writing as soon as possible of being notified of the dispute. Determination of a dispute will normally occur within 20 business days of receiving all relevant information from the client. This service is free.

 

Step 3

If you do not agree with the outcome of our Internal Disputes Resolution process, you can refer your concern to an independent external dispute resolution service whose details appear below.

External Dispute Resolution Service

The Credit and Investments Ombudsman Service Ltd (CIO) provides assistance in dispute resolution between consumers and members of the financial services industry. Services are free to consumers and are an alternative to legal proceedings for resolving complaints about financial services and product providers.

How to contact them:

Website: www.cio.org.au

By phone: 1800 138 422

By mail: PO Box A252, South Sydney, NSW 1235

 

If a complaint is about our collection and use of your personal information, you may refer the matter to the Australian Privacy Commissioner who will investigate your concerns free of charge to you. Please see our Privacy Policy for further details.

Date: 22 May 2015

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