We are committed to resolving any concerns you may have about our services
At Jokuda, we are committed to providing high-quality service to all our customers. We value your feedback and take all complaints seriously. Our internal complaint handling process is designed to be fair, accessible, and efficient, ensuring that your concerns are addressed promptly and professionally.
A complaint is an expression of dissatisfaction about our service, products, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.
Examples include concerns about:
You can lodge a complaint with us in the following ways:
Tip: When lodging a complaint via email, please include the word "COMPLAINT" in the subject line to ensure it is directed to our complaint handling team immediately.
We will acknowledge receipt of your complaint within one business day and provide you with a unique complaint reference number for tracking purposes.
We will investigate your complaint thoroughly, reviewing all relevant information and documentation. We may contact you for additional information if needed.
We aim to resolve all complaints within 30 calendar days of receipt. You will receive a written response explaining our decision, the reasons for it, and any actions we will take to resolve the matter.
If you are not satisfied with our response or the outcome of your complaint, you have the right to escalate your complaint to an external dispute resolution service.
AFCA is a free, fair, and independent dispute resolution service for consumers and small businesses who have a complaint about a financial product or service.
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: [email protected]
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Please note: AFCA may not be able to consider your complaint if you have not first attempted to resolve it with us directly. We encourage you to give us the opportunity to address your concerns before escalating to AFCA.
All complaints are handled with strict confidentiality. Your personal information will only be used for the purpose of investigating and resolving your complaint, in accordance with our Privacy Policy. We retain complaint records for seven years in compliance with regulatory requirements.
Making a complaint is free of charge, and you will not be disadvantaged in any way for lodging a complaint with us. We are committed to treating all complainants fairly and respectfully throughout the process.
We view complaints as valuable feedback that helps us improve our services. We regularly review complaint data to identify trends, systemic issues, and opportunities for improvement. Where we identify issues affecting multiple customers, we take proactive steps to prevent similar problems from occurring in the future.