How to make a complaint with us

Complaints about your supplier

Procuret is a separate third party B2B credit finance provider, unconnected to the product or service acquired from your chosen supplier.

If you have complaint or dispute in relation to your product or service acquired from your chosen supplier – please contact your supplier directly.

If you would like to provide feedback about a supplier, you may email us at feedback@procuret.com

Complaints about Procuret

Procuret handle complaints in accordance with our Internal Dispute Resolution (IDR) process.

For Australian customers, our IDR process complies with ASIC Regulatory Guide 271 (RG 271).

For New Zealand customers, our complaints process complies with the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and the rules of Financial Services Complaints Limited (FSCL), of which Procuret is a member.

How to lodge a complaint

If you are dissatisfied or encountered a problem with Procuret or we have not been able to resolve an issue, you can raise a complaint by writing to us or calling us on the below:

Email us:	feedback@procuret.com
Phone us:	International: +61 460 008 196 Australia: +61 2 8866 5399 New Zealand: +64 9870 8151

What happens next

Acknowledgement of your Complaint

We’ll let you know we’ve received your complaint by sending an acknowledgement email to your nominated email address, typically within 1 business day.

Procuret will attempt to resolve your complaint promptly or for more complex matters within 21 days, 30 days or 40 days depending on the type of complaint.

If we need more time or information to review and investigate your complaint, we’ll let you know via email to your nominated email address.

Verifying your Complaint

Procuret may need to conduct verification checks to confirm your identify. This is to protect your privacy.

If you have engaged with a third-party representative or agency to make the complaint on your behalf, Procuret will require documentation to verify that they are authorised to act for you.

Response and Outcome

We’ll aim to provide a final response to your complaint as quickly as we can. If we're unable to do this within 21 days, 30 days or 40 days depending on the type of complaint, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress.

We will send you outcome of the review to your nominated email address at the end.

Procuret is a member of external dispute resolution providers Australian Financial Complaints Authority (“AFCA”) and Financial Services Complaints Limited (“FSCL”).

If you’re not satisfied with the outcome of your complaint, you can lodge a dispute with AFCA (for Australian Customers) or FSCL (for New Zealand Customers)

Australian Customers	New Zealand Customers
Australian Financial Complaints Authority (AFCA)	Financial Services Complaints Limited (FSCL)
Website: www.afca.org.au Email: info@afca.org.au Phone: 1800 931 678 (free call) Address: GPO Box 3, Melbourne, VIC, 3001	Website: www.fscl.org.nz Email: complaints@fscl.org.nz Phone: 0800 347 257 | +64 4 472 3725 (international) Address: PO Box 5967 Wellington 6140