Shield Mercantile is committed to Compliance with all applicable state and federal legislation. All Shield Mercantile staff undergo extensive ongoing training with all relevant laws, regulations and industry codes which exist externally to the organisation, regardless of whether they impose a mandatory obligation or whether they have been voluntarily adopted by us. Shield Mercantile also ensures that we comply with all relevant licensing and insurance requirements.

Call Monitoring

All calls to and from Shield Mercantile are recorded for quality and training purposes. Shield Mercantile undertake regular call monitoring reviews on each collector and manager to ensure adherence to Compliance, Regulations and Policy & Procedures at all times.

Licencing

Shield Mercantile maintains the appropriate licenses to conduct its business and all staff receive full training in all aspects of Compliance with Legal and regulatory requirements.

Australian Credit License: License number: 392327
Commercial Agents and Private Inquiry Agents (CAPI) License
Property Agents and Motor Dealers Act 2000
Debt Collectors License WA

Hardship

Shield Mercantile understand that sometimes people cannot meet their obligations to repay their debts due to financial hardship. This could be due to a change in circumstances, illness/injury or unemployment. Shield Mercantile will give genuine consideration to your situation, assess your current financial situation and look at the best solution to help you overcome your financial difficulties. To apply for Hardship, you may apply in writing or contact our office.

You will be required to complete & submit;

  • Hardship Application form
  • Statement of position form
  • Provide necessary supporting documents to support your claim, this may be medical certificates, bank statements, Centrelink statement.

The above documents are required to assess and provide a prompt response in regards to your application and to assist with the best resolution to help you overcome your financial difficulties.

Please contact our office or click here to have a staff member contact you.

Complaints

Shield Mercantile endeavours to engage with our customers in a professional and ethical manner. Should you feel we are not fulfilling this please contact us directly to raise your concerns and bring the matter to our attention to be remedied.

Contact Details

Complaints:

Email: compliance@shieldmerc.com.au or use our Contact Us form.
Post: Complaints
Shield Mercantile Pty Ltd
PO BOX 3118
Parramatta NSW 2124
Telephone: 1800-646-791

Please ensure you have the following details to assist us in resolving your dispute as fairly and as quickly as possible.

  • Your full name and postal address
  • Your preferred contact details
  • Your reference number if you have an account with us
  • Clear & concise details as to the nature of your question, complaint or concern
  • Any specific dates and times if applicable

We will endeavour in all cases to respond to you within 24 hours to confirm receipt of your dispute and depending on the extend of the dispute we will outline a further time frame to provide feedback and discuss the dispute if necessary, if not we should be able to discuss the matter with you immediately.

Not satisfied with the outcome?

We aim to have a 100% resolution on all disputes however should you feel your dispute has not been satisfied appropriately you can contact the Credit Ombudsman Service for an independent review of your complaint.

COSL's contact details are:

Phone: 1800 138 422
Fax: 02 9273 8440
Email: info@cio.com.au
Website: www.cio.com.au
Mail:
Case Management Team
C/-Credit and Investments Ombudsman (CIO) Scheme
PO BOX A252
Sydney South NSW 1235