Complaints Policy
We are committed to effective complaints management and fair, transparent dealings. Your feedback helps us improve.
Last updated: May 2026
What is a Complaint?
A complaint is an expression of dissatisfaction made to or about our organisation, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
How to Lodge a Complaint
We take your feedback seriously and will work proactively to investigate and resolve your complaint. You can contact us by:
For complaints about hardship or postponement of enforcement proceedings, please contact us by email or phone.
Information We Collect
To help us investigate and resolve your complaint efficiently, we will collect:
- •Your name and contact details
- •How you would prefer to be contacted
- •A description of your complaint
- •How you would like the complaint resolved
Any material relating to our Internal Dispute Resolution (IDR) process will be provided to you free of charge.
Our Process
Step 1: Acknowledgement
We will acknowledge your complaint, generally within one (1) business day, and provide you with the contact details of the person responsible for handling your complaint.
Step 2: Investigation
The person responsible will commence their investigation and may require further details from you.
Step 3: IDR Response
Upon completion of the investigation, we will contact you with an Internal Dispute Resolution (IDR) response, providing you with the final outcome and your right to escalate to AFCA if not satisfied.
Note: An IDR response is not required when a complaint is resolved to your satisfaction by the end of the fifth business day, unless your complaint involves hardship or you request a written response.
Resolution Timeframes
We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will provide you with an IDR response within the following timeframes:
| Type of Complaint | Maximum Timeframe |
|---|---|
| Complaints involving default notices | 21 calendar days |
| Complaints involving hardship applications or postponement of enforcement proceedings | 21 calendar days* |
| All other complaints | 30 calendar days |
*Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you.
External Dispute Resolution
If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent and external dispute resolution scheme, of which we are a member.
Australian Financial Complaints Authority
Questions About This Policy
If you have any questions or would like further information about our complaints handling process, please contact us:
ABN 48 640 941 279 | Australian Credit Licence 556407