Complaints & Dispute Resolution Policy
It is the mission of Cigno’s Internal Dispute Resolution (IDR) department to ensure that all borrower disputes are handled adequately internally.
Customer concerns must be treated with respect and answered to the best of the staff member’s ability. If a concern cannot be answered, the customer must be referred to a manager or the IDR Department.
Cigno has an open door policy. If a customer so requests it, the customer can speak to any member of the company from staff right through to the General Manager. This value is considered core to the business and what sets Cigno apart from other businesses.
Email the IDR department at: firstname.lastname@example.org
Fax the IDR department a letter at: 1300 66 14 15
Mail the complaint addressed to: The IDR Department , Cigno Pty Ltd, PO Box 3362, Australia Fair, Southport, QLD, 4215
Phone the IDR department on: 1300 88 2324
Use the complaints link in the Member Portal
If a complainant has chosen to email, fax or write to us with a complaint, the complainant will receive an acknowledgement so that the complainant has confirmation that we have received the complaint.
The IDR department will handle the complaint and will advise if any further information is needed. The IDR department will liaise with managers and staff and if appropriate, determine a fair remedy.
Unless there are exceptional circumstances, response to the complaint will be received within 15 working days of receipt of the initial complaint.
If we are unable to resolve the complaint within 15 working days we will:
inform the complainant of the reasons for the delay specify a date when a decision can be reasonably expected.