Internal Dispute Resolution (IDR) Process

Beat My Loan Pty Ltd ABN 85613044581 T/As Rate Comparison, is a Licensed Australian Credit Representative #489939 of Alternative Media Pty Ltd ABN 17149089716 Australian Credit Licence 486326. James Green, General Manager is the Responsible Manager for all complaints. James is contactable by email at jgreen@ratecomparison.com.au or by phone on 1300 190 429.

Ratecomparison and its contractors are members of The Credit and Investments Ombudsman (CIO).

Under the CIO rules, CIO require you to try to resolve your complaints with the member of CIO (Ratecomparison) first, through our IDR process.

If the matter is not resolved to your satisfaction through Ratecomparison IDR procedures, then you are able to lodge the complaint with CIO for them to consider.

Ratecomparison accepts consumer complaints via letter, telephone, fax, in person or by email.

All forms of complaints mentioned above will be registered on a Ratecomparison Incident Report Form (complaint form) noting the date of the complaint and a file started in regard to the complaint.

No fee is payable for an IDR service through Ratecomparison.

Should a substantive response not be provided to you within 45 days, Ratecomparison Complaints Contact Person must give you, the consumer, the reasons for the delay and advise you of your right to lodge a complaint directly with CIO.

In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, Ratecomparison will respect your privacy by complying with our obligations under the Privacy Act 1998 (as amended).

Ratecomparison IDR Process

The customer completes a Ratecomparison Incident Report Form (Complaint form) along with any supporting documentation, and any relevant file information to the Ratecomparison Complaints Contact Person.

A letter of acknowledgement will be forwarded to you by the Ratecomparison Complaints Contact person.

The matter will be investigated and dependent on the circumstances a resolution provided to you, the consumer by the Ratecomparison Complaints Contact person within 45 days.

Any contact made with you, the consumer/s will be recorded in your complaint file and the Ratecomparison Complaints Contact Person advised of all communications, including information discussed.

Dependent on the circumstances the Ratecomparison Complaints Contact Person will provide one of the following substantive responses to the consumer in 45 days:

  1. Accepted the complaint and, if appropriate, offer redress;
  2. Declined to accept the complaint but still offered redress;
  3. Rejected the complaint.

In the event Ratecomparison may not be able to provide a substantive response within 45 days, the Ratecomparison Complaints Contact Person will forward the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with CIO.

In most circumstances your resolution response by Ratecomparison Complaint Contact Person will be written and forwarded to you, stating the reasons for reaching a decision/s. If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints contact person on 1300 190 429 or via email to jgreen@ratecomparison.com.au