Complaints and Compliments

Internal Dispute Resolution (IDR) Process

This policy provides information about our internal dispute resolution process. Our IDR service is provided to you free of charge.

Viking Aggregation Pty Ltd, ACL 471435 believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.

How you may lodge a complaint or make a compliment

You can lodge complaints or make compliments by contacting:

Addressee: The Complaints Officer
Entity: Viking Aggregation Pty Ltd
Address: Level 3, 12 Waterloo Road, Macquarie Park NSW 2113
Phone: 1800 861 004
Email:complaints@vikingmoney.com.au

You may also lodge a complaint by speaking to any representative of our business, who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

To assist complainants who might need additional assistance to lodge a complaint, we:

  • offer multiple methods for lodging complaints, including phone, email, letter, social media, in person or online

  • do not require complaints to be in writing

  • allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends

  • provide reasonable assistance to complainants who need additional support

Dealing with complaints

Our process for dealing with complaints is as follows:

  • Acknowledgement: We will acknowledge receipt of your complaint promptly, generally within one business day or as soon as practicable.

  • Assessment and investigation: We will review your complaint carefully and promptly and take reasonable steps to investigate it.

  • IDR response: We will provide a written final response where required, including the outcome, reasons where a complaint is rejected or partially rejected, and the right to take the complaint to AFCA if you are not satisfied.

Response timeframes

Generally, we will provide an IDR response no later than 30 calendar days after receiving the complaint. Shorter timeframes may apply to particular credit-related complaints, including hardship or enforcement matters. Viking’s current Complaints Handling Policy must be followed.

Our external dispute resolution scheme - AFCA

If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact the AFCA scheme:

  • By phone on 1800 931 678

  • By email at info@afca.org.au

  • In writing to GPO Box 3, Melbourne VIC 3001