We aim to achieve excellent customer service but if we have fallen short and you are not satisfied with our service we have established processes for managing your complaint. We will ensure your complaint in confidence and will deal with it promptly. If you are unsatisfied with our service, we look to ensure that your complaint:
1) is easy to lodge with us via email, phone or mail;
2) is acknowledged and dealt with seriously;
3) is managed in confidence;
4) is managed expeditiously.
Our process for managing your complaint is designed to ensure we have all of the relevant information to review and understand your complaint then achieve a quick and efficient resolution of the issue. If you have a complaint please utilise one of the following options to notify us. We will fully investigate your complaint and respond to you within 10 business days. We usually need to contact you to discuss the details further and obtain further information during this process.
You can notify us of a problem or complaint via one of the following options;
E-mail your complaint to info@pfmfleet.com.au with “Complaint” in the subject line, or
Telephone 1300 883 977 and ask to speak to Management, or
Mail your complaint to : Complaints at PFM Fleet PO Box 846 Turramurra NSW 2074.
If you feel your complaint has not been resolved by our internal complaint processes, you can contact our external dispute resolution service as outlined below;
AUSTRALIAN FINANCIAL COMPLAINTS AUTHORITY (AFCA):
AFCA Tel: 1300 931 678 or info@afca.org.au
A copy of AFCA’s dispute resolution policy is available at www.afca.org.au by request. PFM's Membership number with AFCA is: 25300