Janko Loans PTY LTD is committed to providing the highest level of customer care and ensuring you are fully satisfied with the products and services we offer. If there is an instance where you feel we have not honoured this commitment and you would like to make a complaint, we will endeavour to resolve the matter in a genuine and fair manner.
As many complaints can be resolved with a simple conversation, your first point of contact should always be our customer contact centre, who can be contacted at:
Our friendly and helpful staff will endeavour to resolve the complaint with you as quickly as possible.
If your complaint is not adequately handled by our contact centre, you may raise your complaint with our complaints officer, who can be contacted at:
In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days of the initial complaint detailing:
If you are not satisfied with our response, you may refer the complaint to our external dispute resolution scheme. The external dispute resolution scheme to which we belong is the Australian Financial Complaints Authority, who can be contacted at;
Australian Financial Complaints Authority
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
If the matter relates to the Privacy Act 1988, you may also refer the matter to the Privacy Commissioner. The Privacy Commissioner, in the Office of the Australian Information Commissioner, can be contacted at;
As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. You will also not be charged for using any of the services mentioned in this policy. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention.