Panthera Finance
1300 722 974

Complaints

We are happy to address any complaints that you may have.

Our Complaints Policy and Procedure are as outlined here.


In order to take your complaint, we need to make sure we have your correct contact details. Please fill in all the required fields.

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Complaints Policy


Panthera Finance has an internal process for handling disputes which is free and accessible. We will strive to resolve your complaints and disputes at first point of contact. To lodge a dispute please contact our Complaints team on:

Phone: (07) 3535 9020
Email: resolutions@pantherafinance.com.au
Fax: (07) 3252 4211

If you remain unsatisfied you can ask for the matter to be reviewed by the Complaints Manager.

Complaints Manager:
Phone: (07) 3535 9034
Email: resolutions@pantherafinance.com.au

Procedure

Internal Dispute Resolution

To help us resolve your complaint, please provide us with the following details:

  • Sufficient detail about the complaint that we can undertake an investigation (e.g. nature of complaint, dates, amounts, reference numbers, etc)
  • Documents to support any claim made that cannot otherwise be verified e.g. Proof of payment where a payment is claimed to have been made but cannot be located

Complaints are accepted via telephone, mail, fax, email and via the complaints form on the Panthera Finance Website.

Time Frames

Every effort is made to resolve complaints within a reasonable timeframe. Complaints of an especially urgent nature are given priority so as not to inconvenience you by an unnecessarily drawn out resolution procedure.

First Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to an Escalation Expert.

Second Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to a Team Leader.

Further Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to the Resolutions Department.

External Dispute Resolution

If your complaint remains unresolved in our internal dispute resolution scheme, you can go directly to the Australian Financial Complaints Authority, a free service established to provide you with an independent process to resolve specific complaints:

Phone: 1800 931 687 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Postal Address: GPO Box 3, Melbourne VIC 3001

There may be instances in which a referral of your complaint to a more appropriate external dispute resolution scheme (EDR) may be applicable. This is relevant to any actions taken or events occurring before your account was assigned to Panthera Finance. As a result, please direct your complaint to the relevant EDR scheme as outlined below:

Telecommunication Accounts:

Telecommunications Industry Ombudsman (TIO)
Website: www.tio.com.au
Freecall (except mobile phones): 1800 062 058

Energy and Gas Accounts:

Energy and Water Ombudsman of New South Wales
Website: www.ewon.com.au
Freecall (except mobile phones): 1800 246 545

Energy and Water Ombudsman Queensland
Website: www.ewoq.com.au
Freecall (except mobile phones): 1800 662 837

Energy and Water Ombudsman South Australia
Website: www.ewosa.com.au
Freecall (except mobile phones): 1800 665 565

Energy and Water Ombudsman of Victoria
Website: www.ewov.com.au
Freecall (except mobile phones): 1800 500 509

Energy and Water Ombudsman Western Australia
Website: www.ombudsman.wa.gov.au/energyandwater/
Freecall (except mobile phones): 1800 754 004

Energy Ombudsman Tasmania
Website: www.energyombudsman.tas.gov.au
Freecall (except mobile phones): 1800 001 170

Ombudsman NT (Northern Territory)
Website: www.ombudsman.nt.gov.au
Freecall (except mobile phones): 1800 806 380

ACAT (Australian Capital Territory)
Website: www.acat.act.gov.au
Phone: (02) 62071740

Consumer Finance (Non-FOS):

Credit and Investments Ombudsman (Formerly COSL)
Website: www.cio.org.au
Freecall (except mobile phones): 1800 138 422