Comments, Complaints, Suggestions Policy

Insolvency Management Services Pty Ltd (IMS) ABN 87 124 140 281 understands the importance of ensuring that all its customers and stakeholders have the ability to raise issues around the way in which we operate. It is vitally important to IMS that we function in a manner that complies with customer's obligations, legislative requirements, industry associations, the environment and our local community.

IMS encourages feedback that will assist us to continuously improve or to recognise the performance of our staff and their management.

IMS will endeavor to recognise and promote positive feedback internally as well as resolve any complaint, formal or informal, that is brought to its attention. Complaints shall be dealt with in a timely and courteous manner, where possible within 48 hours, with any complaints outstanding for greater than 7 days escalated to senior management for review, an update and progression towards resolution.

Lodging Your Comment, Complaints, Suggestions.

To ensure we resolve your complaint both objectively and in a timely manner we need you to provide as many details as possible. It would help if you are able to at least provide the following:

• Your full name and contact details, including postal address.
• IMS Reference Number or account details (where applicable).
• Name(s) of any IMS staff involved in the matter.
• Relevant dates and times.
• Clear and concise details as to the nature of your comment, complaint or suggestion.
• What outcome(s) you would like to see as a result of the lodgement.

Please address any details to:

The Compliance Manager:
IMS Pty Ltd
GPO Box 210
Sydney NSW 2001

Telephone: 1300 467 467
Facsimile: 1300 329 329
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Dispute Resolution

IMS Pty Ltd will always endeavor to resolve disputes in an efficient and effective manner. However, in the event you are not satisfied, you have the option of taking the matter to your local consumer complaints tribunal. Detailed below is a list of local consumer tribunals:

• New South Wales - Consumer, Trader & Tenancy Tribunal (www.cttt.nsw.gov.au)
• Victoria - Victorian Civil and Administrative Tribunal (www.vcat.vic.gov.au)
• Queensland – Department of Fair Trading (www.fairtrading.qld.gov.au)
• South Australia – Office of Consumer and Business Affairs (www.ocba.sa.gov.au)
• Tasmania – Consumer Affairs and Fair Trading (www.consumer.tas.gov.au)
• Western Australia – Consumer and Employment Protection (www.commerce.wa.gov.au)
• ACT – Fair Trading (www.ors.act.gov.au)
• NT - Consumer Affairs (www.caba.nt.gov.au)

In addition there are a number of 'not for profit' and other organisations who can provide financial counseling and assistance with negotiation and resolution of financial disputes. A list of which can be obtained from the Yellow Pages under the heading of Community Advisory Services