ASIC RG 271 Compliant

Internal Dispute Resolution Policy

Nazoner Pty Ltd t/a Outlook Finance  |  ACL 418711  |  Version 1.0

This complaint process is provided free of charge to all customers.

1. Purpose

This Internal Dispute Resolution (IDR) Policy outlines how Nazoner Pty Ltd, trading as Outlook Finance, receives, investigates, and resolves customer complaints. This policy has been developed in compliance with ASIC Regulatory Guide 271 (RG 271) and the rules of the Australian Financial Complaints Authority (AFCA).

Our IDR process is provided free of charge. No fees will be imposed on any customer for lodging or pursuing a complaint.

2. How to Lodge a Complaint

You may lodge a complaint through any of the following channels. Third-party representatives (such as financial counsellors or legal representatives) are accepted with your written authority.

ChannelContact Details
Emailinfo@outlookfinance.com.au
Phone0481 712 907
Websitewww.outlookfinance.com.au (Contact Form)
PostLevel 2, 300 Chapel Road, Bankstown NSW 2200 (Attn: Compliance Officer)

3. Our IDR Process — Four Steps

Step 1
Acknowledge
We will contact you within 24 hours (1 business day) of receiving your complaint, confirming receipt and providing a unique Complaint Reference Number.
Step 2
Investigate
Your complaint will be assigned to a staff member not involved in the original matter. We will conduct a fair, objective, and thorough investigation of all relevant facts.
Step 3
Decide
We will determine the appropriate outcome — which may include a correction, formal apology, fee adjustment, compensation, or a clear explanation where no further action is warranted.
Step 4
Written IDR Response
If your complaint is not resolved to your complete satisfaction within 5 business days, we will issue a formal Written IDR Response stating our decision, the reasons, and your right to escalate to AFCA.

4. Timeframes

Complaint TypeMaximum Timeframe
Standard Complaint30 calendar days
Financial Hardship / Difficulty21 calendar days
Acknowledgement of Receipt1 business day
Written IDR Response (if unresolved)5 business days
IDR Delay Notification: If we cannot resolve your complaint within the applicable timeframe, we will issue a written IDR Delay Notification explaining the reason for the delay, the expected resolution date, and your right to contact AFCA immediately without waiting for our process to conclude.

5. External Escalation — AFCA

If you are not satisfied with our response, or if your complaint has not been resolved within the required timeframe, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) at no cost to you.

Australian Financial Complaints Authority (AFCA)

Websitewww.afca.org.au
Phone1800 931 678 (free call)
Emailinfo@afca.org.au
PostGPO Box 3, Melbourne VIC 3001

6. Systemic Issues & ASIC Reporting

We proactively monitor complaint data to identify recurring patterns or systemic issues. Where a systemic issue is identified, we will:

  • Escalate the matter to senior management immediately upon identification
  • Proactively identify and notify all customers who may have been affected
  • Provide appropriate remediation to affected consumers
  • Report IDR data to ASIC bi-annually (1 Jan–30 Jun and 1 Jul–31 Dec reporting periods)

7. Download Full Policy

The complete Internal Dispute Resolution Standard Operating Procedure (SOP) is available for download below. This document includes all staff procedures, record-keeping obligations, and ASIC reporting requirements.

Lodge a Complaint

Complete the form below to submit your complaint. We will acknowledge your submission within 1 business day and provide you with a Complaint Reference Number.

🔒 Your complaint is treated in strict confidence. We will acknowledge receipt within 1 business day and provide a Complaint Reference Number.

Have a complaint or question? We are here to help.

✉ Email Us 📞 0481 712 907
Nazoner Pty Ltd t/a Outlook Finance  |  ACL 418711  |  ABN 73 132 561 874  |  Level 2, 300 Chapel Road, Bankstown NSW 2200
This page provides general information about our complaint handling process and does not constitute legal advice.