EFFECTIVE 9 MAY 2026
Complaints
We take complaints seriously. If something hasn't gone as it should, we want to know — and we have a clear process for resolving it.
Compliance basis · ASIC Regulatory Guide 271 (RG 271) Internal Dispute Resolution
Our commitment
We hope you are delighted with our services, but if you have a complaint, please let us know so we can work towards resolving it promptly and fairly. Brilliant Finance Solutions Pty Ltd ATF JJSD Family Trust is committed to handling all complaints in accordance with ASIC Regulatory Guide 271 (RG 271) and our obligations under the National Consumer Credit Protection Act 2009.
How to make a complaint
You can make a complaint verbally or in writing at any time using any of the following:
You may also contact your broker directly at william@brilliantfs.com.au
[PO Box pending — see Pre-Deployment Action Register PDA-002. Until then, phone or email only.]
Our IDR process
When we receive a complaint, we will attempt to resolve it promptly. Our internal dispute resolution (IDR) process follows these timeframes:
- Acknowledgement: We will provide a written acknowledgement of receipt within 1 business day, unless the complaint is otherwise resolved in the meantime.
- Final response: We will provide a final written response within 30 calendar days of receipt for standard complaints.
- Hardship and credit-related complaints: For complaints involving default notices, hardship applications, or requests to postpone enforcement proceedings, a final response must be provided within 21 calendar days.
If we are unable to deal with the complaint as it relates to a third party (for example, a lender), we may ask you to contact the relevant third party directly.
If we cannot meet these timeframes due to exceptional circumstances, we will notify you in writing before the deadline expires, explaining the reasons for the delay and informing you of your right to refer the complaint to the Australian Financial Complaints Authority (AFCA).
What our written response will contain
When we provide a final written response to your complaint, it will:
- Identify the complaint with a unique reference number (BFS scheme:
CMP-YYYY-NNN) - State the final outcome — upheld (with remedy proposed), partially upheld, or not upheld with reasons
- Where the complaint is not fully upheld, provide reasons for the decision in sufficient detail for you to understand the basis
- State your right to escalate to the Australian Financial Complaints Authority (AFCA)
- Include AFCA’s contact details (set out below)
Hardship-related complaints (RG 271)
If your complaint relates to a hardship notice and we need further information from you to assess it, the response timeframe may be paused while we wait for that information. We will tell you in writing if this happens and what we need.
If we and you reach agreement on a hardship arrangement during the response window, the matter may close without a formal IDR response — but the agreement will be documented in writing and provided to you.
Escalation to AFCA
If we do not reach an agreement on your complaint, or you are not satisfied with our response or the way we have handled your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You can contact AFCA using any of the following:
1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.
Time limits may apply to complain to AFCA. Consult AFCA or visit their website for further details.
Privacy complaints
If your complaint relates specifically to how we have handled your personal information, you can also escalate to the Office of the Australian Information Commissioner (OAIC):
You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.
Our complaints register
We maintain an internal Complaints Register, retained for 7 years per NCCP Act record-keeping obligations. William Sun personally reviews every complaint — BFS is a single-broker practice; there is no team layer to escalate through.
We report aggregate complaint statistics to our aggregator LMG and to ASIC where required under reportable-situations obligations (RG 78).
RG 271 compliance
This complaints policy, and our internal dispute resolution procedures, are designed to comply with ASIC Regulatory Guide 271 (RG 271) Internal Dispute Resolution. We review our IDR procedures at least annually and update this policy as necessary to remain compliant with regulatory requirements.
Our internal dispute resolution process is managed by:
BLSSA Pty Ltd
Australian Credit Licence 391237
Brilliant Finance Solutions Pty Ltd ATF JJSD Family Trust