1. Nature of Our Service
Money Mentors Financial Counselling service is free and confidential and assists consumers to deal with their finances in an effective way. We assist clients to manage their financial situation realistically, to identify the options open to them in their situation, and to weigh the advantages and disadvantages of those options. Our service does not provide legal, or account assistance and it does not lend money.
2. Your Responsibilities
For us to provide efficient services for you, we request that you:
2.1 Be respectful and considerate towards our staff and other clients. (You may be refused assistance if you attend our service under the influence of alcohol or drugs, or your behavior is aggressive)
2.2 Reply as soon as we contact you.
2.3 Keep us informed of any change in your address or contact details, and any major change in your financial situation.
2.4 Be clear and honest with the information you provide to us about your financial situation. You must give us all relevant and up to date information so we can help you in an efficient way.
3. Our responsibilities
In return for your co-operation, Money Mentors will:
3.1 Provide you with relevant information and options within the ability of our service, and advise you when you need assistance from another service or person.
3.2 Treat you in a respectful, considerate, and non-discriminatory manner.
3.3 We will keep you informed of any significant changes relevant to your situation.
While our service maintains confidentiality of our clients and their files in all normal circumstances, it will reveal some information if it is obligated to by the law. Examples of times where it may be necessary to reveal information are, if our service is served with a Subpoena issued by a Court, or if a notice is received from a Government agency. We are also required by our management and funding organisations to collect statistics, and report to those organisations. Our service will also disclose information for the purpose of avoiding the probable commission of a serious offence or for the purpose of preventing imminent serious physical harm to you or to another person.
Our service works under the Commonwealth Privacy Act 1988.
During the time, we work with you, it may be necessary for us to collect personal information from you and pass it on to third parties such as creditors and their representatives. By signing this service agreement, you agree to us collecting, using, and passing on your personal information when it is required to provide the best service for you.
6. Realistic Goals
While our service is happy to work with you towards your goals, it is important you understand we cannot guarantee a specific outcome for you. We ask that you respond within a reasonable time to our letters or phone calls to you. If we do not hear from you within a month, we will assume you no longer want to work with our service, and we will close your file.
7. Disposal of Files
We shall keep copies of letters and documents we have prepared for you for our own record and keep our diary and file notes that we have made throughout our time serving you.
We retain files for a period of seven years after the file is closed. After this time, the file is destroyed and disposed of in such a way that the privacy of the information is guaranteed.
If you wish for Money Mentors to provide you this service, we request that you sign and date your copy of this letter and return it to Money Mentors.
9. Client Feedback
Money Mentors Financial Counselling Service is committed to making a positive difference in the lives of those we help. To assist us with continuous improvement, we will offer a survey after attending this service. All feedback will remain confidential.
10. Complaints Process
Clients’ feedback including complaints about our services are welcomed. Feedback can be given in writing or verbally and includes the right for you to have an advocate present when making a complaint. Every effort will be made to achieve a successful resolution should you have a complaint.