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Venture Rentals Pty Ltd (“Venture Rentals, we, our or us”) we are committed to being responsive to the needs of our customers and we seek to resolve any complaints as quickly as possible. We will never charge you to make a complaint to us, and we are committed to being fair and impartial when handling your complaint.
If you are dissatisfied with a service provided by us, you can make a complaint in any of the following ways:
a. Online: You can emailing email us at office@lightningrentals.com.au
b. By phone : Please call 0499 013 177 between 8:30AM – 5:30PM AEST, Monday to Friday
c. By letter : You can also write to us at Venture Rentals Pty Ltd, PO Box 1817, Armidale NSW 2350.
When making a complaint, please include your name and contact details and the details of your complaint so that we can resolve it quickly where possible.
If you are experiencing financial hardship, you can contact our dedicated team in any of the following ways:
a. Online: You can email us a request for financial assistance to office@lightningrentals.com.au
b. By phone: Please call 0499 013 177 between 8:30AM – 5:30PM AEST, Monday to Friday
c. By letter: You can also write to us at Venture Rentals Pty Ltd, PO Box 1817, Armidale NSW 2350.
We are committed to making our complaints process accessible to our customers. If you need assistance lodging a complaint or would like to appoint someone as an authorised representative to act on your behalf (such as a financial counsellor, legal representative, a family member, or a friend) please tell us.
Where this is not possible, we will follow the following process:
a. Your name;
b. Your contact details;
c. How you would prefer to be contacted (phone / email / letter);
d. Format of complaint (phone / email / letter);
e. A description of your complaint; and
f. How you would like the complaint resolved
a. for complaints relating to hardship, default notices or postponement of enforcement proceedings (unless we require further information from you) – 21 days;
b. for all other complaints – 30 days.
If we reject or partially reject your complaint, we will clearly set out the reasons for our decision
Any material relating to Venture Rentals’ Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
If we agree with you to change your consumer lease, we must, before the end of the period specified in the table below, give you a notice recording the fact that we have agreed with you to change your consumer lease.
If we do not agree with you to change your consumer lease, we must, before the end of the period specified in the table below, give you a notice stating:
a. that we have not agreed with you to change your consumer lease; and
b. the reasons why we have not agreed; and
c. the name and contact details of the AFCA scheme; and
d. your rights under that schema
Please note that this section does not apply if we agree with you to a change to your consumer lease that defers or otherwise reduces your obligations under that lease for a period not exceeding 90 days.
| If: | The period is: | |
| a) | The lessor does not require information | 21 days after the day of receiving the hardship notice |
| b) | The lessor requires information but does not receive any information in compliance with the requirement | 28 days after the date of the notice in which we inform you that information is required |
| c) | The lessor requires information and receives information in compliance with the requirement | 21 days after the day of receiving the information |
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides independent complaint resolution that is free to consumers.
a. Website: afca.org.au
b. Telephone: 1800 931 678 (free call)
c. Email: info@afca.org.au
d. In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
