TERMS & CONDITIONS

Compliments & Concerns

Compliments

At Zaya Capital + Finance, we value the relationships we build with our clients and welcome feedback about your experience with us. Whether you would like to share a compliment, provide feedback or raise a concern, we would like to hear from you.

If you’ve had a positive experience working with Zaya Capital + Finance, we’d be pleased to hear from you. Your feedback helps us understand what we’re doing well and continue to provide a high level of service to our clients.

You can share your feedback by contacting us at [email protected] or by using our Contact Us page.

Concerns & Complaints

We are committed to providing a high standard of service and dealing with any concerns promptly and fairly. If you are unhappy with any aspect of our service, please let us know so we have the opportunity to understand your concerns and work towards resolving them.

You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:

  • Email: [email protected]

  • Phone: 1800 275 564 (toll free) Monday to Friday 8AM to 7PM (AEST)

  • Mail: Resolutions, Level 28 35 Collins Street Melbourne VIC 3000

When we receive a complaint, we will attempt to resolve it promptly. We will provide a written acknowledgement of receipt of the complaint to the client within 24 hours (1 business day) or as soon as practicable unless the complaint is otherwise resolved in the meantime.

We will ensure that a final response is given to you as soon as possible, but within thirty (30) days of receipt of the complaint. For certain types of complaints, involving “default notices” or urgent disputes such as “applications for hardship”, a final response must be provided within twenty one (21) days.

If we are unable to deal with the complaint as it relates to a third party (for example, a lender), we may ask you to contact the relevant third party.

In cases where your complaint will take longer than 30 days to resolve, we will notify you in writing with the reasons for the delay and of your right to refer the complaint to the Australian Financial Complaints Authority (AFCA)

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority(AFCA)

You can contact AFCA using any of the following:

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.

Zaya Capital Pty Ltd (CRN 544893) is a credit representative of BLSSA Pty Ltd ACN 117 651 760 (Australian Credit License 391237) Zaya Capital Pty Ltd (ABN: 91 650 709 630)

In the spirit of reconciliation,  ZAYA Capital & Finance acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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