We are here to listen

We are all about you and we value your feedback. At times, things may not work out as they should. If you have a complaint or dispute, speak to us and our Dispute Resolution Officer will be in touch with you to resolve the complaint or dispute ASAP.

How can you make a complaint

You can contact us calling us or emailing us. We are open 8am – 7pm on weekdays and 9am – 3pm on weekends.

How do we process your feedback or complaint

Firstly, we will acknowledge your complaint within one (1) business day and endeavour to resolve it within seven (7) business days.

If the complaint is more complex, it may take a little longer to resolve. At the absolute most, we’ll aim to resolve your complaint within 21 days.

What you can do if you are not satisfied with the outcome

If you are unsatisfied with how we dealt with your complaint or dispute, you can contact our external dispute resolution provider, Australian Financial Complaints Authority (AFCA).

AFCA is independent external dispute resolutions provider approved by ASIC. It can deal with most complaints about your credit information involving providers of financial services. You can contact AFCA via email info@afca.org.au, call them directly on 1800 931 678 or by post to GPO Box 3 Melbourne VIC 3001.

Is your complaint about your personal information

If your complaint is about how we handle your personal information, you can complain to the Office of the Australian Information Commissioner (OAIC). You can contact OAIC at by calling 1300 363 992 or emailing enquiries@oaic.gov.au. To find out more, go to https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint.