Dispute resolution procedure

If a cardholder is dissatisfied with a product or service provided by the Deakin Card Office, the cardholder should inform the Deakin Card Office promptly. The cardholder can inform the Deakin Card Office:

• by calling 1800 450 503 between 9am to 5pm on work days;
• sending a letter to Deakin Card Office's postal address at 221 Burwood Highway, Burwood, VIC;
• emailing the Deakin Card email address at cardinfo@deakin.edu.au

Each complaint is registered in the Deakin Card Office's system and is dealt with according to documented internal dispute resolution processes at no charge to the cardholder. The Deakin Card Office can arrange an interpreter to assist the cardholder to make a complaint if required.

If the Deakin Card Office are unable to resolve a cardholder's complaint immediately, the Deakin Card Office will write to the cardholder within 10 business days either:

• addressing the issue(s) raised; or
• advising if more time is needed to address the issue(s) or to complete the investigation.

In all but exceptional cases the Deakin Card Office will take less than 45 days from receiving a cardholder's complaint to address the issue(s) raised or to complete the investigation. If the Deakin Card Office is unable to do so within the 45 days, the Deakin Card Office will:

• inform the cardholder of the reasons for the delay;
• provide the cardholder with monthly updates on progress with the investigation;
• specify a date when a decision can reasonably be expected.

Where a cardholder is not satisfied with the Deakin Card Office's response or handling of the complaint, the cardholder can contact the Deakin Card Coordinator, Karen Graham (karen.graham@deakin.edu.au) who will attempt to resolve the complaint within five business days.