we make customer satisfaction
our highest priority
Our Customer Care Team
Our Customer Care team are committed to delivering exceptional customer experience at every touchpoint. We pride ourselves on our long standing reputation for high levels of quality and compliance in all our contacts with customers.
We support our team by having best-practice systems and processes in place. We also continually invest in training and coaching to enable our people to be industry-leading consultants.
We also invest in our own quality assurance team who oversee all the quality and compliance aspects of our interactions with customers across all communications channels. They’re also our lead coaches, ensuring best practice training and coaching is integrated into our team’s daily operational rhythms.
Our approach is to treat customers with courtesy and respect during these times. As part of our mission to ‘help our communities build a financially sustainable future’, we’re committed to supporting customers who are experiencing genuine hardship. We offer a variety of options that enables these customers of ours to continue meeting their financial obligations, while weighing up both short and long-term circumstances.
With extensive experience in managing hardship, all our team are equipped with the ability to appropriately identify hardship triggers and tailor a solution that’s appropriate to our individual customer’s need through a comprehensive hardship assessment.
Our team at Recoveriescorp treat all disputes and complaints seriously. That’s why we have dedicated team members and systems in place so we can act quickly to put things right.
If you wish to lodge a complaint, please contact us on 1300 663 650 (between the office hours of 8:30AM and 5:00PM AEST). Please have your Recoveriescorp reference number ready.
Simply let us know if you’d like us to provide an interpreter who speaks your primary language.
If you have difficulty hearing or speaking to people over a phone, the National Relay Service (NRS) can help. It’s free and you can contact NRS on 133 677.
While we do our best to resolve all disputes, if for any reason you’re not satisfied with the outcome we’ve provided, you may:
Escalate your complaint within our Recoveriescorp management structure; or
Lodge a complaint with the Australian Financial Complaints Authority (AFCA)
Our team at Recoveriescorp has implemented a complaints handling and monitoring process to ensure the effective, fair and timely management of complaints. It meets the requirements of RG165 and is in line with ISO 10002 Customer Satisfaction – Guidelines for Complaints Handling. We’re confident in our ability to resolve complaints effectively and this is supported by our great track-record.