Complaints

Clunes Rural Pty Ltd is committed to handling complaints fairly, efficiently, and transparently. This page sets out our internal dispute resolution process and external options available to you.

Step 1: Contact us directly

If you have a concern, contact us in the first instance:

Nick Clunes nick@clunesrural.com.au 0480 521 605 Level 25, 100 Mount Street, North Sydney NSW 2060

We will:

• Acknowledge your complaint within 2 business days
• Investigate the matter thoroughly
• Respond with our findings and proposed resolution within 30 calendar days

Most complaints are resolved at this stage.

Step 2: Escalate to AFCA

If you are not satisfied with our response, or if we have not responded within 30 days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA provides free, independent dispute resolution for complaints about financial firms, including finance brokers.

Australian Financial Complaints Authority (AFCA) 1800 931 678 info@afca.org.au afca.org.au GPO Box 3, Melbourne VIC 3001

AFCA can consider complaints about credit assistance, including:

• The suitability of a loan recommended to you
• Remuneration disclosure
• How your complaint was handled

Regulatory oversight

Clunes is licensed through {Aggregator TBC} (Australian Credit Licence {ACL TBC}) and is subject to oversight by the Australian Securities and Investments Commission (ASIC).

If you believe we have breached the National Credit Act, you may also contact ASIC:

asic.gov.au 1300 300 630

Privacy complaints

If your complaint relates to how we handled your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC) after attempting to resolve it with us:

oaic.gov.au 1300 363 992