9am - 5pm, Monday to Friday
Financial & Consumer Rights Council Inc.Level 6, 179 Queen Street
Telephone: 03 9663 2000
Contacting the Board: firstname.lastname@example.org
FCRC does not provide financial counselling or advice to the general public.Use MoneySmart’s online tool to find a financial counsellor near you. The National Debt Hotline provides free financial counselling service (T: 1800 007 007)
We welcome feedback and will handle complaints in a fair and open way. In general, feedback is welcome through use of the online form, or by email, phone call or letter. Complaints as a particular form of feedback will be acted on promptly in accordance with our policy and the processes outlined below.
Every reasonable effort will be made by FCRC to resolve complaints it receives to the satisfaction of everyone involved. If you make a complaint, you can
expect that we will:
Our complaints policy outlines the principles for management of complaints and provides guidelines to help our staff and Board respond to complaints received.
Our services are predominantly in the provision of Professional Development and training, and communications with the sector. Members or stakeholders can make a complaint to FCRC if they are dissatisfied with some aspect of a service we provide. Anonymous complaints will be accepted and investigated as far as possible.
Complaints can be directed to our Executive Officer (EO) or any other staff member, or if they concern the EO, they can be made to the Board Chair. The EO, or where appropriate the Board Chair, will manage the handling of the complaint.
When you make a complaint we will acknowledge receipt of it and explain:
If the complaint is simple then it may be resolved immediately. Where the complaint is about a more difficult matter it may take longer to resolve. Once the complaint is resolved as far as possible, you will be informed of the outcome.
If you are not happy with the outcome of the complaint, you can take your complaint to the FCRC Board and request a Board review of the matter.
Complaints should be directed to the EO or Board Chair via one of the following contact methods:
By mail: Level 6, 179 Queen Street MELBOURNE VIC 3000
By phone: (03) 9663 2000
By email: email@example.com
Contact the agency where the financial counsellor is employed to access their complaints handling process. If you are not satisfied with the outcome, please contact FCRC.