Efic Complaints Mechanism 
 

 Efic Complaints Mechanism 

Introduction

This page explains Efic’s complaints mechanism, how to make a complaint and how we deal with complaints. For ease in explanation only the term “complaint” is used in this mechanism but it should be considered interchangeable with terms such as “grievance”, or “concern” or “adverse feedback”.

Any customer, client or individual, group, community, entity or other party concerned about, affected or likely to be affected by Efic’s activities, including a project supported by an Efic transaction, can submit a complaint. If a complaint is being made on behalf of another party, that party should be identified and evidence of authority to represent that party provided. Efic customers are also able to provide feedback on Efic’s service through our Customer Service Charter.


How to submit a complaint

If you wish to make a complaint to Efic please send your submission to Efic by:

  • using our online form
  • email to complaint@efic.gov.au
  • fax to Efic at +61 2 9251 3851
  • mail to:
    General Counsel
    Export Finance and Insurance Corporation
    PO Box R65
    Royal Exchange NSW 1223
    Australia

Efic’s General Counsel is responsible for managing the complaints mechanism. All complaints are reported to the Efic Board Audit Committee.


What to include in a complaint

A complaint must be in writing, or submitted electronically via our online form, but it does not need to follow a specific format. It will help us respond to the complaint if you provide the following:

  • Your name, mobile phone number, email address, and other contact information such as postal address and land phone and fax numbers.
  • If you are representing a complainant, please provide contact information for yourself and the party you are representing.
  • An outline of your complaint and any previous efforts to resolve the issue.
  • Your opinion on the desired result or outcome of the complaint (so that we have a clear understanding of what you expect from the process).
  • Whether you have had any previous contact with Efic on this or similar issues.
  • Whether your identity or, if relevant, the identity of the party you are representing, or any information communicated as part of the complaint needs to be kept confidential (stating reasons).


What happens with your complaint

We will acknowledge your complaint, usually within five business days of receipt and at that time provide you with a contact person within Efic. All complaints from this time will be recorded on Efic’s Incident Register which is reported to the Efic Board Audit Committee.

We will then investigate your complaint and endeavour to provide a written response within ten business days. If we cannot respond within that timeframe we will explain why we cannot do so, what we are doing and when you can expect to receive a reply. As part of Efic’s investigations you may be contacted to clarify your complaint.

It is expected that most complaints will be resolved between Efic and the complainant. At times it may be advantageous to use outside resources such as involving other parties in the resolution process or referring the complaint to other parties for resolution. This would only be undertaken in consultation with, and after agreement from, the complainant and the other parties.

Efic may also consider using external assistance such as experts on specific topics or a mediator. Again, this would only be undertaken in consultation with, and after agreement from, the complainant. Efic will use its discretion to select and fund such third party assistance.


Confidentiality

Efic and its staff are bound by the confidentiality provisions of the Export Finance and Insurance Corporation Act 1991 (section 87). In addition, Efic may also be subject to contractual undertakings that it will keep transaction information confidential. These requirements may restrict our ability to provide information to complainants.

Complainants are able to request that their complaint and/or identity be kept confidential. Efic will respect complainant requests for confidentiality unless Efic is required to disclose any of the information submitted by the complainant (i) under any applicable law, rule or regulation or (ii) by any competent judicial, governmental, supervisory or regulatory body or (iii) under any OECD or other international instrument to which it is subject.


Complaints process

The Efic Complaints process has been outlined in the following diagram. It visually demonstrates the various stages of the 'Complainant Actions', 'Joint Actions' and 'Efic Actions'. For more information about the process please send an email to complaint@efic.gov.au.

Diagram to show how the EFIC Complaints Process works


Monitoring

We will review the outcomes of all complaints to determine whether there is a subsequent need to amend the complaints mechanism or other Efic Policies and/or Procedures. All complaints are dealt with on a confidential basis. Consolidated information on the complaints mechanism’s use and any outcomes for Efic’s Policies and/or Procedures will be reported in Efic's annual report.


Commonwealth Ombudsman

It is always possible to refer a complaint that is not resolved by Efic to the Commonwealth Ombudsman. The Ombudsman can investigate complaints about actions and decisions of Australian Government agencies, including Efic, to see if they are wrong, unjust, unlawful, discriminatory or unfair. Details of the Ombudsman can be found on its website at:

http://www.ombudsman.gov.au/pages/contact-us/
or by phoning 1300 362 072

Please note that:

  • Anyone can make a complaint to the Ombudsman about the actions and decisions of Efic.
  • The Ombudsman’s services are free.
  • Making a complaint is simple. You can make a complaint by telephone, in person, in writing, by fax, or using an online complaint form. If you do not speak or write English well, the Ombudsman can arrange for translation and interpreter services.
  • The Ombudsman cannot investigate complaints about private companies or individuals.