Complaints

Tell me first

You can complain in any way that suits you: by phone, by email or in writing. You don't need to use any particular words or form.

It helps if you can tell me:

• your name and the best way to reach you;
• what happened, and when;
• what you'd like me to do to put it right; and
• any documents or messages that relate to it.

If I can't help, or you'd rather not raise it with me directly, you can also contact my licensee, Australian Finance Group Ltd (Australian Credit Licence 389087), through Mortgage Advice Bureau.

What happens next

I handle complaints under an internal dispute resolution process that follows ASIC Regulatory Guide 271.

1. Acknowledgement. I'll acknowledge your complaint, aiming to do so within one business day of receiving it, and let you know who is looking after it.
2. Looking into it. I'll listen, review what happened, and keep you updated. If I can fix it straight away, I will.
3. Final response. You'll receive a written response within 30 calendar days of your complaint, explaining the outcome, the reasons for it, and your right to take the complaint to AFCA. Some credit complaints, such as those about financial hardship or a default notice, have shorter timeframes, and I'll let you know if that applies.
4. If it takes longer. If a complaint is especially complex or something outside my control causes a delay, I'll write to you before the 30 days end to explain why, and to let you know you can go to AFCA straight away.

If you are not satisfied: AFCA

If you're not happy with my response, or you haven't received one within the time above, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

There are time limits for complaining to AFCA. In general, you need to lodge your complaint within two years of receiving a final response from me, or within six years of when you first became aware (or should reasonably have become aware) of the loss, whichever comes first. Some complaint types have different limits, and AFCA can explain which apply to you.

Privacy complaints

If your complaint is about how I've handled your personal information, the steps above still apply. If you're not satisfied, you can also contact the Office of the Australian Information Commissioner on 1300 363 992 or at www.oaic.gov.au. My privacy policy has more detail.

Help making a complaint

If you need help, you can ask someone you trust, such as a family member, a financial counsellor or a lawyer, to contact me for you. Free, independent financial counselling is available through the National Debt Helpline on 1800 007 007. If you need an interpreter, the Translating and Interpreting Service is available on 131 450, and the National Relay Service can help if you are deaf or have a hearing or speech impairment.