Resolving your complaint is important to us
We are committed to providing high quality services and products, so if you have a complaint, please let us know.
We will investigate your concerns as quickly as possible to resolve them to your satisfaction.
To assist us in helping you:
- Gather all your supporting documents, think about the questions you want answered and how you would like your complaint resolved.
- Contact us and explain your concerns:
For loan related complaints:
email firstname.lastname@example.org or phone: +61 2 9232 8888 and ask to speak with the Complaints Officer.
For funds related complaints:
email email@example.com or phone: +61 2 9232 8888 and ask to speak with the Complaints Officer.
What happens next?
We will acknowledge your complaint within 48 hours from when we receive it.
We will aim to resolve your complaint as quickly as possible, if not immediately. While most matters can be resolved quickly, more complex issues may take longer. By law, we are required to respond and finalise your complaint within:
- a maximum of 45 days, and if we cannot resolve your complaint within 45 days we will advise you as to the reason why and refer you the Credit and Investments Ombudsman Service (CIO); or
- a maximum of 21 days if the complaint involves a default notice, hardship claim or a request for the postponement of enforcement proceedings;
We will let you know the outcome and reasoning in relation to the progress of your complaint as soon as possible.
For more complex matters, we will keep you informed of the progress and let you know when you can reasonably expect a response.
What if the issue is not resolved?
If however, despite our best efforts, you believe that your complaint has not been satisfactorily dealt with by our staff you may wish to contact the Credit and Investments Ombudsman Service (CIO), which is an independent complaints resolution service provider.
The Credit and Investments Ombudsman Service contact details are: