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Veda's Dispute Resolution Process
If you dispute any information on your credit file, you have the right to have a note placed on the file stating your reason for dispute. This note will be made available to all subsequent enquirers who access the disputed listing.
VISS actively solicits feedback from customers and acknowledges a customer's right to complain. To assist us in helping you, we ask you to follow a simple three-step process.
Step 1 - If the complaint is in regards to information in your credit file, obtain a copy of your credit file so you can check the accuracy of it. If your complaint is not in regards to your credit file, please contact our Customer Service Centre on 1300 762 207.
Step 2 - Next, follow the directions in updating information on your credit file
Step 3 - Once you receive a response from Veda Advantage, if the matter hasn't been resolved to your satisfaction, please contact our Customer Relations Team.
You may contact Customer Relations by writing to:
Veda Advantage - Customer Relations
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Mailing Address: |
PO Box 964, North Sydney, NSW 2059 |
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Fax |
02 9278 7333 |
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Email: |
A complaint can be lodged with Customer Relations orally or in writing via letter or email. Veda Advantage will acknowledge all complaints received within 5 working days of receipt. Acknowledgement will be by a phone call or letter, and you will be provided with the name and contact details of the officer who will investigate your case.
Our aim is to respond to your complaint within 10 working days, however in some instances we ask you to allow us 30 days for our decision. Where is has not been possible to complete the complaints review process within 30 days, we will notify you by phone or in writing of the reasons for the delay and provide an extension target date for resolution.
If you are not happy with the decision Veda Advantage has made about the complaint, then you may choose to take the matter to an External Dispute Resolution (EDR) with either the Banking & Financial Services Ombudsman (BFSO) or the Office of the Privacy Commissioner (OPC)
Further details of the BFSO scheme are available at www.bfso.org.au, their contact details are as follows:
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Mailing Address: |
GPO Box 3, Melbourne Vic 3001 |
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Phone: |
1300 78 08 08 |
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Fax: |
03 9613 7345 |
Customers may choose to raise a complaint directly with the OPC. Contact details are as follows:
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Mailing Address: |
GPO Box 5218, Sydney NSW 2001 |
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Phone: |
1300 363 992 |
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Fax: |
02 9284 9666 |
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