However, we recognise there are circumstances where our service may fall below standards or not live up to customer expectations. Where these circumstances occur, we take customer complaints seriously and aim to resolve these issues promptly, so we can continue a mutually beneficial relationship.
Complaints
Complaints
FSoft endeavours to satisfy customer’s needs and requests
Making A Complaint
You can make a complaint by contacting us at:
FSoft aims to acknowledge the complaint immediately by email and where possible, the complaint will not be handled by the staff involved in the subject matter. Where the complaint is made on a non-business day FSoft aims to acknowledge receipt on the next business day.
Resolving The Complaint
We aim to resolve all complaints within 5 business days. Where the complaint cannot be resolved within 5 business days, FSoft will provide a Final Written Response within 45 calendar days from the date when the complaint was received. If we are unable to provide a Final Written Response within 45 days, we will notify you of the reason for the delay.External Dispute Resolution Scheme
If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001