Dispute Resolution and Complaints

We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.

If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR). 

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party. The complaint can be lodged:

  • with the Credit and Investments Ombudsman (CIO) if lodged before 1st November 2018:

Online:    www.cio.org.au
Email:     info@cio.org.au
Phone:   1800 138 422 (free call)
Mail:       Credit and Investments Ombudsman
              Reply Paid 252, South Sydney NSW 1234

  • with the Australian Financial Complaints Authority (AFCA) if lodged on or after 1st November 2018:

Online:    www.afca.org.au
Email:     info@afca.org.au
Phone:   1800 931 678 (free call)
Mail:       Australian Financial Complaints Authority
              GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to CIO or AFCA and so you should act promptly or otherwise consult the CIO and AFCA websites to find out if or when the time limit relevant to your circumstances expires.