Legal and regulatory compliance information

This website is operated by CampaignAgent under the domain name “www.campaignagent.com.au”. By accessing or using the website, you agree to be bound by Our terms and conditions. If you do not agree to these terms and conditions, you should not use this website and/or any information derived as a result of the use of this website.

These are the current terms of use. We may at any time vary the terms of use by publishing the varied terms of use on the website.

While We have made every effort to ensure that information on the website is free from error, CampaignAgent does not warrant the accuracy, adequacy or completeness of the material on this website. All information is subject to change without notice. CampaignAgent does not guarantee that the website will be free from viruses, or that access to the website will be uninterrupted.

The website may contain links to other websites operated by third parties. We do not endorse or approve of the operators of those third-party websites, or the information, graphics and material on them.

The website may contain general information about Our products and services. This information does not constitute an offer or inducement to enter into a legally binding contract with Us and does not form part of the terms and conditions for Our products and services. All applications for CampaignAgent’s products are subject to Our credit approval criteria.

Copyright in the material on this website is owned or licensed by CampaignAgent and is protected under the copyright laws of Australia.

You acknowledge and accept that your use of the website indicates your acceptance of these terms of use.

Cookies and the collection of information through our website

We may use a cookie that collects anonymous traffic data. A cookie is a message given to a web browser by a web server and which is then stored in a text file. Each time the browser requests a page from the server this message is sent back which enables the user’s computer address (IP address) to be identified.

We may use the information provided by cookies and IP addresses to analyse trends, administer the website, or for research and marketing purposes to help better serve Our clients. No information which personally identifies you will be collected through the cookies. You can set your browser to notify you before you receive a cookie so you have the chance to accept it and can set your browser to turn off cookies.

Privacy policy

We are committed to putting you in control of your privacy, whilst maintaining Our primary responsibility to ensure that CampaignAgent is a secure partner to facilitate property transactions. These responsibilities extend to, amongst other things, fraud, money laundering and other crime prevention; to careful credit assessment using manual and automated data collection; and to validate the identity of all users of CampaignAgent products and services in accordance with Australian laws. View our privacy policy.

Complaints

CampaignAgent is committed to meeting and exceeding Our clients’ expectations and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with CampaignAgent. We hope you will not have cause to do so, but if you do have a complaint, We have an internal dispute resolution process which is here to help you.

How can I raise a complaint?

Please contact us at:

Email:      complaints@campaignagent.com.au

Phone:    1300 882 622

What happens next?

Once you have lodged a complaint, We will acknowledge your complaint within 1 business day. We will then work with you to try to resolve your complaint as soon as possible. To help resolve your complaint as quickly as possible We ask that you provide as much information as possible.

We will aim to resolve your complaint within 21 calendar days. You are our priority and We take your concerns seriously. If you make a complaint, We’ll keep you informed and provide you with updates regarding the progress of your matter. Our goal is to reach a resolution that you are happy with.

What if I am not happy with the outcome?

If you feel we haven’t addressed your complaint adequately after using our internal dispute resolution procedure or it takes longer than the timeframe stated above, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA), of which CampaignAgent is a member (number 41151). AFCA provides consumers with an independent, fair and free dispute resolution process for financial complaints.

You may contact AFCA at:

Email: info@afca.org.au

Phone: 1800 931 678

Post: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne, VIC 3001

Fax: (03) 9613 6399

If you choose to lodge your dispute with AFCA, they will contact CampaignAgent requesting a response.

Hardship

CampaignAgent was founded to help its customers get the best possible outcome when selling their most valuable asset – their home. We appreciate that not all sales campaigns are successful, that circumstances may change, and life can get in the way of the best laid plans, making it difficult to pay your CampaignAgent bill. Our Hardship Policy exists to help customers who are unable to meet their payments due in accordance with their agreement with Us. Based on individual circumstances We may allow some extra time to make repayments and ensure no additional fees are incurred. Our support stretches over a wide range of circumstances that include natural disaster, redundancy or recent unemployment, sudden illness, relationship breakdown, domestic or family violence or other personal reasons impacting your ability to meet your financial obligations.

How do I apply for hardship?

Please get in touch as soon as you can and one of Our customer service team members will provide you with the necessary support.

We take all applications for hardship seriously and will do everything possible to ensure that applications are dealt with quickly. Every effort will be made to ensure that appropriate arrangements are made for anyone who is experiencing hardship.

CampaignAgent treats all hardship applications as urgent matters and will confirm the outcome of the hardship application in writing within 21 days from the date of receipt of notification.

What types of hardship arrangements are available?

If your application is approved, you may be offered one of the following arrangements:

• extension of the term of your payment arrangement so you can make smaller payments over a longer period;
• postponement of any payments due for a certain period of time; and/or
• waive of late fees (if applicable).
• We are committed to helping you overcome your hardship and still meet your obligations to CampaignAgent, so if you have another reasonable solution, we’re happy to consider it.

How does CampaignAgent assess my hardship application?

We know everyone’s needs are different, so we assess each application on a case-by-case basis. If We assess that you can reasonably meet your payments by making a change to your terms, We are usually happy to help.