Our approach to complaints
At Efic we have developed a formal mechanism for handling complaints.
In the context of this mechanism, we use the word ‘complaint’ to refer to ‘grievances’, ‘concerns’ and ‘adverse feedback’.
A complaint can be submitted by any client or individual, group, community, entity or other party concerned about, affected or likely to be affected by Efic’s activities, including any project supported by one of our transactions.
If a complaint is being made on behalf of another party, that party should be identified and written evidence of authority to represent that party provided.
Where the complaint is generated by an automated complaint aggregator or email delivery system:
- prior to considering how to respond to a complainant, Efic will require written evidence from the provider of the automated email delivery system/aggregator:
- of each complainant’s consent to their personal information being provided to Efic and used in the manner provided; and
- compliance with Australian privacy law generally and in respect of the use of relevant individuals’ personal information.
- Efic reserves the right not to respond to each complainant personally but instead provide a standard response to all complainants who have used the same automated email delivery system/aggregator and where the nature of the complaint is the same or in substance the same.
Efic customers can also provide feedback on our service through our Customer Service Charter.
How to submit a complaint
If you wish to make a complaint to us, you can use any of the methods below to send your submission:
General Counsel, Efic
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
A complaint needs to be submitted in writing or electronically via our online form.
While a complaint does not need to be in a particular format, it will help us respond if you provide the following details:
- your name, mobile phone number, email address and other contact information such as your postal address, landline and fax number
- if you are representing another party, please also provide their contact information
- an outline of your complaint and any previous efforts made to resolve the matter
- your opinion of the desired outcome or result of the complaint (this enables us to have a clear understanding of your expectations of the process)
- whether you have had any previous contact with Efic on this or similar issues
- if any information you have provided as part of the complaint, including your identity, or that of the person you are representing, needs to be kept confidential (and the reasons why).
What happens with your complaint
When we receive your complaint, we will provide acknowledgement of receipt of your complaint and provide you with a contact person within Efic, usually within five business days. All complaints are recorded on Efic’s Incident Register and reported to our Board Audit Committee.
We will then investigate the complaint and endeavour to provide a written response within ten business days.
If we cannot respond within this 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 our investigations, you may be contacted to clarify your complaint.
It is expected that most complaints will be resolved between Efic and the person who has submitted the complaint.
However, at times it may be beneficial to use outside resources to help resolve the complaint, such as referring the complaint on to other parties or seeking assistance from external experts or mediators. This will only be done in consultation with, and with agreement from, the person making the complaint and other relevant parties.
Efic will use its discretion to select and fund third party assistance.
The diagram below illustrates the various stages of the actions involved in the complaints process.
Monitoring of complaints
We will review the outcomes of all complaints to determine whether there is a subsequent need to amend our complaints mechanism or other Efic Policies and/or Procedures.
Consolidated information on the complaints mechanism’s use and any outcomes relevant to Efic’s Policies and/or Procedures is reported in our Annual Report.
Keeping information confidential
Efic and our staff are bound by the confidentiality provisions of the Efic Act (section 87), and may also be subject to additional undertakings that we will keep transactional information confidential. This may restrict our ability to provide information to those who submit complaints.
If you make a complaint, you can request that your complaint and/or identity be kept confidential.
We will respect such requests unless we are required to disclose any of the information you submit under any applicable law, rule or regulation, by any competent judicial, governmental, supervisory or regulatory body, or under any OECD or other international instrument to which we are subject.
The role of the Commonwealth Ombudsman
If a complaint is not resolved by us, you have the option of referring it to the Commonwealth Ombudsman.
The Ombudsman can investigate complaints about the actions and decisions of all Australian Government agencies (including Efic) to see if they are wrong, unjust, unlawful, discriminatory or unfair.
Anyone can make a complaint to the Ombudsman about our actions and decisions, and the Ombudsman’s services are free. You can make a complaint by telephone, in person, in writing, by fax or using an online form. If you do not speak or write English well, the Ombudsman can arrange an interpreter.
Please note that the Ombudsman cannot investigate complaints about private companies or individuals.
To contact the Ombudsman, visit www.ombudsman.gov.au/pages/contact-us or phone 1300 362 072.