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Internal Dispute Resolution (IDR) Policy

1. Our Commitment

Ventas Capital is committed to providing high-quality products and services. If something goes wrong, we want to hear about it and resolve the issue fairly, efficiently, and transparently.

We take all complaints seriously and aim to resolve them as quickly as possible.

2. What is a Complaint?

A complaint is any expression of dissatisfaction made to us, related to our products, services, staff, or the handling of a previous complaint, where a response or resolution is expected.

3. How to Make a Complaint

You can lodge a complaint with us using any of the following methods:

Email: info@ventascapital.com.au
Phone: 0416 926 191
Mail: Ventas Capital, 13/1 Ern Harley Drive, Burleigh Heads, QLD, 4220
Online: https://ventascapital.com.au/

Please provide as much detail as possible, including:

  • Your full name and contact details
  • A description of your complaint
  • Any relevant documents or supporting information
  • Your preferred resolution

If you need assistance making a complaint, we are happy to help.

4. Our Complaint Handling Process

Acknowledgement
We will acknowledge your complaint promptly, typically within 1 business day of receiving it.

Assessment and Investigation
We will review your complaint carefully, considering all relevant information. Where necessary, we may contact you for further details.

Response Timeframes
We aim to resolve complaints as quickly as possible. Our standard timeframes are:

  • General complaints: within 30 calendar days
  • If we are unable to respond within this timeframe, we will inform you of the delay, the reasons why, and your right to escalate the complaint

Outcome
We will provide you with a written response outlining:

  • The outcome of your complaint
  • The reasons for our decision
  • Any actions taken to resolve the issue

5. If You Are Not Satisfied

If you are not satisfied with our response, or if we do not resolve your complaint within the required timeframe, you can escalate the matter to the Australian Financial Complaints Authority (AFCA).

AFCA provides free, independent dispute resolution services.

Contact AFCA:

6. Accessibility and Support

We are committed to making our complaints process accessible to all customers. If you require assistance due to language barriers, disability, or other needs, please let us know and we will make appropriate arrangements.

7. Confidentiality

We respect your privacy. All complaints will be handled in accordance with our Privacy Policy and applicable privacy laws. Your information will only be used for the purpose of resolving your complaint.

8. Continuous Improvement

We use complaints as an opportunity to improve our products, services, and processes. Feedback is reviewed regularly to help prevent similar issues in the future.