We welcome your feedback. If you would like to provide feedback, or if you wish to make a complaint, then please contact our Customer Support using our Customer Support page on our website at www.infinitex.com.au, by using the Customer Support link in our app or by writing to our Customer Support team at PO Box 364 Chatswood NSW, 2067 Australia. You can also send an email to firstname.lastname@example.org.
When you contact us, please provide enough information for us to identify you, your account and the subject matter of your complaint. Please also tell us how you wish for the complaint to be resolved.
We may contact you for more information. Complaints will be considered, and we may write to you on a ‘without prejudice’ basis with a view to resolving any issues you have raised.
Within 28 days, we expect to write to you with our decision. We may reject your complaint, or offer to resolve your complaint as you requested, or offer an alternative solution.
Any offer to resolve a complaint is not an admission of liability.
We can also refer the matter to mediation.
If you are unhappy with the outcome we propose, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), which is an independent and impartial ombudsman.
You have agreed to use our Complaints Procedure to resolve any disputes or complaints, and if the complaint or dispute is not resolved, you have agreed to refer the matter to mediation prior to commencing proceedings in court.
We may rely on our User Agreement in court to seek orders that any proceedings be dismissed or stayed until such time as our Complaints Procedure has been followed.