Australian Scholarships Group (ASG) is committed to striving for excellence with regard to the products and services it provides and we want to ensure that we respond to our Members' and consumers' concerns as speedily and efficiently as possible. Despite our best endeavours, the Australian Scholarships Group realises that complaints will occur from time to time and, to this end, we have put in place comprehensive Internal and External Complaints Resolution processes to ensure that complaints are resolved with minimum inconvenience to all parties.
If you feel you have a complaint please read your documentation thoroughly. The answer to your query may be there and many concerns are answered by reference to the documentation. Alternatively, you may wish to contact the Australian Scholarships Group Member Services Department whose staff will be pleased to assist you. When you contact us we will always endeavour to respond to your complaint within 21 business days, if not immediately.
However, the Australian Scholarships Group must respond to your complaint within 45 days. Depending on the nature of the complaint we may advise you that it requires up to 90 days, however we are obliged to obtain your agreement to this extension of time.
If you are dissatisfied with the Australian Scholarships Group’s response you may wish to refer the matter to an independent party and the Financial Ombudsman Service has been retained for this process. The Service cannot hear your complaint unless the complaint has first been dealt with through ASG’s Internal Complaints resolution process.
The Financial Ombudsman Service is the service that has been established to provide assistance to consumers to help them in resolving disputes between the Australian Scholarships Group and its Members and is approved by the financial services regulator, Australian Securities and Investments Commission (ASIC).
If you have a complaint concerning a privacy issue, the Australian Scholarships Group will also deal with this through its Internal Complaint handling process. However, if you are not satisfied with ASG’s response, such complaints cannot be dealt with externally as above.
In the case of unresolved privacy complaints these should be directed to the Office of the Federal Privacy Commissioner at:
'Complaints Handling Section’
Federal Privacy Commissioner
GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992