Complaints Handling Policy

National Reboot Group

Internal Dispute Resolution (IDR) Policy

Our Commitment

At National Reboot Group, we are committed to providing high-quality services and treating all clients fairly. We take all complaints seriously and view them as an opportunity to improve our services and resolve issues for our clients.

This policy explains how you can make a complaint, what we will do when we receive it, and what options are available if you are not satisfied with our response.

We handle all complaints in accordance with ASIC Regulatory Guide 271: Internal Dispute Resolution (RG 271) and our obligations as a credit representative under the National Consumer Credit Protection Act 2009.

About Us

NRG Global Recoveries Pty Ltd (ACN 671 745 663), trading as National Reboot Group, is a credit representative (Credit Representative Number 574014) authorised under MCR Advisors Pty Ltd (Australian Credit Licence 531570).

We are a member of the Australian Financial Complaints Authority (AFCA). Our AFCA membership number is 118629.

What is a Complaint?

“An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

— ASIC Regulatory Guide 271, paragraph 27

You do not need to use the word “complaint” for us to treat your feedback as a complaint. If you express dissatisfaction and expect us to respond, we will treat it as a complaint and follow this process.

How to Make a Complaint

You can make a complaint through any of the following channels. You do not need to put your complaint in writing — we accept complaints made verbally (by phone or in person), in writing (by email, letter, or through our website), or through a representative acting on your behalf.

When making a complaint, it helps if you can provide your name and contact details, your client reference number (if you have one), a description of your concern or the issue you are experiencing, copies of any relevant documents, and the outcome you are seeking. However, you do not need all of this information to make a complaint — we will work with whatever information you can provide.

Support for Customers Experiencing Vulnerability

We understand that some customers may be experiencing circumstances that make it more difficult to engage with our complaints process. This may include financial hardship, health issues, disability, family violence, language barriers, or other challenging circumstances.

If you are experiencing vulnerability, please let us know. We can provide additional support, such as allowing extra time for you to respond, communicating with you in your preferred way, liaising with a support person or representative on your behalf, and referring you to appropriate support services.

How We Handle Complaints

We follow a fair, transparent, and timely internal dispute resolution process:

Step 1: Acknowledgement

We will acknowledge your complaint within 1 business day (or within 24 hours for complaints involving urgent financial hardship). Our acknowledgement will include a unique reference number for your complaint, confirmation of the key issues as we understand them, and the name and contact details of the staff member handling your complaint.

Step 2: Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing our records and communications with you, speaking with relevant staff members, considering applicable laws, regulations, and industry standards, and gathering any additional information we need from you (we will explain what we need and why).

Step 3: Keeping You Informed

We will keep you updated on the progress of your complaint. If we need more time to investigate, we will explain why and give you an estimated timeframe for resolution.

Step 4: Resolution

Once we have completed our investigation, we will determine an appropriate outcome. If we find that we have made a mistake or our service has fallen short, we will take action to put things right. This may include an apology, an explanation of what went wrong and what we will do to prevent it happening again, correction of any errors, a refund or fee waiver, compensation for any loss you have suffered, or other remedies appropriate to your situation.

Step 5: Final Response

We will provide you with a written response to your complaint. Our response will explain the outcome of our investigation and the reasons for our decision, any remedies or actions we will take, and your options if you are not satisfied with our response, including your right to escalate to AFCA.

Response Timeframes

We aim to resolve all complaints as quickly as possible. Our standard timeframes are:

In some cases, we may need additional time to investigate complex matters. If this occurs, we will contact you before the relevant timeframe expires to explain the reason for the delay, provide an expected date for our response, and inform you of your right to escalate the complaint to AFCA if you do not wish to wait.

If You Are Not Satisfied With Our Response

If you are not satisfied with our final response, or if we have not responded within the applicable timeframe, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is a free, fair, and independent external dispute resolution scheme. It can consider complaints about financial firms, including credit service providers like us.

Important: Time limits apply to complaints made to AFCA. You should lodge your complaint with AFCA within the time limits specified in AFCA’s Rules. Please visit AFCA’s website or contact AFCA directly for information about applicable time limits.

Free Support Services

If you are experiencing financial difficulty, free and independent support is available:

Your Privacy

All complaints are handled confidentially in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. We will only collect, use, and disclose your personal information as necessary to investigate and resolve your complaint, unless you consent to other uses or disclosure is required or authorised by law.

Our full Privacy Policy is available on our website or upon request.

Continuous Improvement

We analyse all complaints to identify systemic issues, recurring problems, and opportunities to improve our services. Your feedback helps us get better at what we do.

If our analysis identifies a systemic issue that may have affected other customers, we will take appropriate action to address the issue and, where applicable, provide remediation to affected customers.

Contact Us

If you have any questions about this policy or need assistance making a complaint, please contact us:

NRG Global Recoveries Pty Ltd

Trading as: National Reboot Group

Credit Representative Number: 574014

Phone: 1300 553 132

Email: support@nationalreboot.com.au

Website: www.nationalreboot.com.au

This Complaints Handling Policy is prepared in accordance with ASIC Regulatory Guide 271: Internal Dispute Resolution (RG 271), effective 5 October 2021, and our obligations under the National Consumer Credit Protection Act 2009 (Cth).

Version: 1.0

Effective Date: 02/12/205

Last Updated: 12/12/2025