Kurtzman Collections House Pty Ltd

 

Internal Dispute Resolution (IDR) & Complaints Policy

 

1. Purpose

 

Kurtzman Collections House Pty Ltd (“KCH”, “we”, “us”) is committed to maintaining an effective, fair, and transparent Internal Dispute Resolution (IDR) framework consistent with:

  • ASIC Regulatory Guide 271 (Internal Dispute Resolution)

  • Australian Financial Complaints Authority (AFCA) Rules and Principles

  • Fair treatment, procedural fairness, and accessibility standards

 

This policy ensures complaints are handled promptly, independently, and free of charge.

2. Scope

 

This policy applies to complaints raised by:

  • Clients of Kurtzman Collections House Pty Ltd

  • Debtors or alleged debtors

  • Guarantors or authorised third parties

  • Any person affected by KCH’s collection activities

 

Including complaints relating to:

  • The existence, amount, or ownership of a debt

  • Authority to collect

  • Conduct of communications

  • Accuracy of information

  • Compliance with applicable laws and standards

3. Definition of a Complaint (AFCA-Aligned)

 

A complaint is:

 

An expression of dissatisfaction made to or about Kurtzman Collections House Pty Ltd, relating to its services, staff, or handling of a matter, where a response or resolution is explicitly or implicitly expected.

 

Complaints may be made verbally or in writing and do not require formal language.

4. Accessibility of the IDR Process

  • The IDR process is free of charge

  • Complaints can be lodged via:

    • Email

    • Telephone

    • Written correspondence

  • Assistance will be provided to help complainants lodge a complaint if required

5. How to Lodge a Complaint

 

Complainants may contact:

 

Internal Dispute Resolution Team

Kurtzman Collections House Pty Ltd

Email: Kurtzmancollectionshouse@gmail.com

Phone: +61 466 653 214

 

Where possible, complainants are encouraged (but not required) to provide:

  • Name and contact details

  • Account or reference number

  • Description of the complaint

  • Supporting documentation (if available)

6. Acknowledgement

  • Complaints are acknowledged within 1 business day (or as soon as practicable)

  • The acknowledgement includes:

    • Confirmation of receipt

    • The role or contact point of the complaint handler

    • Expected response timeframes

7. Immediate Action on Receipt

 

Upon receipt of a complaint:

  • Any disputed collection activity is paused where appropriate

  • The complaint is recorded in the complaints register

  • The matter is allocated to a trained, impartial staff member

8. Investigation Process

 

KCH investigates complaints by:

  • Reviewing client authority and instructions

  • Verifying contracts, invoices, and account records

  • Reviewing communication records

  • Consulting with the referring client where required

  • Considering fairness, reasonableness, and compliance

 

All investigations are conducted objectively and independently.

9. Timeframes (RG 271 Compliant)

  • Standard complaints:

A final written response is provided within 30 calendar days

  • If resolution is delayed:

    • The complainant is informed of the reason

    • Updated timeframes are provided

    • External escalation options are explained

10. IDR Response

 

The final response will:

  • Be provided in writing (unless otherwise agreed)

  • Clearly explain:

    • The decision and outcome

    • Reasons for the outcome

    • Any actions taken or proposed

 

Possible outcomes include:

  • Confirmation of debt validity

  • Correction or amendment of records

  • Suspension or cessation of collection activity

  • Referral back to the client

  • Resolution by agreement

11. External Dispute Resolution – AFCA (Activation-Ready)

 

If a complainant is not satisfied with the outcome of our IDR process, they may have the right to refer their complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.

 

AFCA Contact Details 

(to be activated upon membership)

 

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: GPO Box 3, Melbourne VIC 3001

 

KCH will cooperate fully with AFCA and comply with any determinations made, where applicable.

12. Record Keeping

KCH maintains:

  • A central complaints register

  • Records of:

    • Complaint details

    • Investigation steps

    • Decisions and outcomes

    • Timeframes and correspondence

 

Records are retained in accordance with legal and regulatory obligations.

13. Systemic Issues & Continuous Improvement

Complaint data is reviewed regularly to:

  • Identify systemic issues

  • Improve policies and procedures

  • Enhance staff training

  • Reduce recurrence of complaints

14. Governance & Staff Training

  • Complaint handlers receive appropriate training

  • Senior management oversees the IDR framework

  • Independence, fairness, and consistency are maintained

15. Policy Review

This policy is reviewed:

  • At least annually

  • Following regulatory changes

  • After any significant complaint or systemic issue

16. Version Control

 

Policy Owner: Kurtzman Collections House Pty Ltd

Version: 1.0

Effective Date: 10th January 2026

Next Review: 10th January 2027