This procedure extends the internal dispute resolution process Open Money already runs for customers as a credit licensee to everyone affected by our business.
Who can raise a grievance
Anyone affected by Open Money’s business: customers, workers, suppliers, partners or members of the community.
How
Email [email protected]. You can raise a concern anonymously. Workers can also go directly to the director.
What we accept
Any concern that Open Money’s conduct, products, people or suppliers have caused or may cause harm, or broken a law, our policies or our published commitments. We may decline matters with no link to our business; if we do, we will tell you why.
Steps and timeframes
- Acknowledge: within 1 business day.
- Assess: within 5 business days we confirm whether we accept it as a grievance and who is handling it.
- Investigate and respond: a written outcome within 30 calendar days. If we need longer, we tell you why and when to expect it.
- Resolve: we agree a remedy where appropriate (an apology, correction, refund, process change or other action) and confirm with you when the matter is closed.
- Escalate: customers who are not satisfied can go to the Australian Financial Complaints Authority (AFCA), free of charge.
We keep you updated at each step and tell you the outcome.
No retaliation
We will not penalise, dismiss, end a contract with, or treat less favourably anyone who raises a concern in good faith. Grievances are handled confidentially and shared only with people who need to know to resolve them. Anyone who retaliates faces disciplinary action. If you feel you have been retaliated against, raise it the same way; the director handles it personally.
Internal tracking
Owner: Samuel Philipos, Managing Director, is responsible for managing all grievances. Register: every grievance is logged on receipt. Annual summary: each year the owner summarises the number, subjects and status of grievances for the director’s annual review; if none were received, the summary says so.
