C O M P L I M E N T S & C O N C E R N S

Fleet ServicesNovated LeasingCommercialRetail Car Centres

The team at ORIX always works hard to build strong and lasting relationships with valued customers by listening to feedback, addressing immediate concerns and also continually improving the quality and delivery of first class products and services.

ORIX knows there are times when customers may wish to compliment the team for exceptional service and there may be other times when ORIX needs to know if expectations have not been met.

This brochure has been developed to help customers understand the process ORIX undertakes in relation to customer feedback.

COMPLIMENTSThe ORIX team has been equipped to provide the highest standards of care and service.

If one or more ORIX team members have provided exceptional service in any way, the ORIX Quality Team can be notified in order for further recognition and encouragement to be provided for a job well done.

The Quality Team and their contact details are listed later in this brochure.

C O M P L I M E N T S & C O N C E R N S

“The success of this unique Customer Complaints Handling Process helps ORIX continually review the best approach in leading our competition both in the provision of quality services and in delivering excellence to our customers.”

Reggie Cabal, CEOAugust 2016

RESOLVING CONCERNSCustomers may contact any ORIX office to raise a concern and request to begin the ORIX Customer Complaints Handling Process.

When expressing a concern in writing to any ORIX business in Australia, please provide as much detail as possible including date/s, staff name/s and the situation that was encountered. Also state the outcome that is expected.

All concerns will be promptly addressed in writing and ORIX will also provide the date the investigation is expected to be completed by.

ORIX team members have undergone specialised complaints resolution training to ensure process timeframes and standards are met. In addition, they are provided with the full cooperation and support of the company in order to achieve timely outcomes.

In the unlikely event the investigation period takes longer than expected, ORIX will notify in writing the reason for the escalated timeframe for resolution of the particular concern.

In all instances, the outcome of the investigation will be communicated in writing and ORIX will advise the course of action that has been taken and the reasons for the determination.

OTHER IMPORTANT INFORMATIONAfter the concern or complaint has been reported, ORIX may be contacted at any time for an update on its resolution. The ORIX Customer Complaints Handling Process has been aligned with the international standard, ISO 10002:2014 Quality Management - Customer Satisfaction - Guidelines for complaints handling in organizations.

© 2016 ORIX Australia Corporation Limited ABN 79 002 992 681

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CONTACT THE ORIX QUALITY TEAMFor any reason, if the highest standard of service has not been received from ORIX through the feedback process overseen by the ORIX Quality Committee, then concerns can be shared with the ORIX Quality Team to ensure improvements are made.

The ORIX Quality Team acts as the point of escalation for customers in the event they feel their issues have not been satisfactorily addressed by the ORIX Customer Complaints Handling Process in the first instance.

Established as a new independent national department, the ORIX Quality Team is charged with ensuring customers are treated fairly and professionally at all times throughout the process and can provide a separate review of the complaint.

This specialised team carries decades of professional experience working in consumer advocacy, regulatory compliance and fair trading practices across a number of public, private and listed companies.

ORIX QUALITY TEAM CONTACT DETAILS

Telephone 1300 554 985

Email quality@orix.com.au

Business Hours Monday to Friday8.30am to 5.00pm (AEST)

Fax 02 9856 6500

Postal AddressORIX Quality TeamLocked Bag 2068North Ryde BC, NSW 1670

ORIX QUALITY COMMITTEE The ORIX Quality Committee consists of senior managers within the ORIX business who have a combined experience of over 50 years in the fleet management and leasing, Novated leasing and commercial vehicle industry, reflecting the importance ORIX places on customer satisfaction.

The Committee meets regularly to review both concerns and compliments from customers and implements relevant changes or recommendations to the business to improve practices and increase customer satisfaction.

ORIX CUSTOMER COMPLAINTS HANDLING PROCESS

The Customer ExperienceThe below diagram depicts the timeline for the ORIX Customer Complaints Handling Process:

DAY 1*

DAY 2-6*

DAY 7*

ORIX issues a written determination to Customer

ORIX investigates Customer complaint

ORIX issues a written acknowledgment of complaint

to Customer

Reports a complaint to ORIX

*Business Days