We encourage inquiries from consumers. If you have a question about one of our members or require general information about APDCAM's activities, please utilize the form below to contact us:
Before Submitting a Complaint:
- Verify Membership: Use our Member Directory to confirm if the company you have an issue with is a member of APDCAM. If unsure, feel free to contact us for clarification.
- Member Concerns: If the company is an APDCAM member, we offer two options:
- Direct Contact: We recommend contacting the company directly to discuss your concerns and explore their internal complaint process.
- Formal Complaint: If you remain unsatisfied after contacting the company, you may proceed with a formal complaint through APDCAM.
Filing a Formal Complaint:
- Criteria Review: We only handle complaints that fall within the scope of our Code of Conduct. Please ensure your concern aligns with these guidelines.
- Complaint Form: Download the Complaint Form from below. Complete, sign it, send to our association address or send an email to [email protected].
- Written Format: All complaints require a completed and signed Complaint Form. This ensures both APDCAM and the member company have your authorization to share relevant information during the investigation.
- Accessibility: If submitting a written complaint is difficult, please contact us by phone or email. We can discuss alternative solutions and provide assistance.
Complaint Resolution Process:
- Review and Registration: APDCAM will review your complaint and register it officially.
- Communication and Acknowledgement:
- We'll send a copy of the complaint to the relevant member company.
- You'll receive confirmation of registration with a reference number for tracking purposes.
- Member Response: The member company has six weeks to respond directly to you and APDCAM.
- Evaluation and Investigation:
- We'll analyze the information received, including the member's response, to determine if their actions align with our Code of Conduct.
- If necessary, we may request additional information from you to ensure a thorough investigation.
- Formal Outcome: You'll receive a formal response outlining the investigation's conclusion and any actions taken.
Important Considerations for APDCAM Complaints:
- Our Authority: APDCAM can only address issues related to our members' debt collection practices and their adherence to our Code of Conduct.
- Information Verification: If information provided by a member's client seems inaccurate based on the available facts, APDCAM can request the member to double-check it.
- Compensation and Refunds: We cannot get involved in disputes regarding compensation or refunds.
- Eligibility: Only complaints submitted by customers or authorized representatives will be considered. Please ensure proper authorization is documented on the APDCAM complaint form.
Note: We are currently experiencing temporary staffing limitations. This may cause slight delays in addressing your complaint. We apologize for any inconvenience and appreciate your patience. We strive to respond to all inquiries within three business days.
Respectful Communication: APDCAM maintains a zero-tolerance policy for abusive or aggressive behavior towards our staff. For more information on our expectations, please see our Unacceptable Behaviour & Aggression Policy [link to policy, if available].
