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Complaints

If something's gone wrong

Last updated 28 September 2026

Placeholder: needs review before launch

Confirm the complaints contact and process with the licensee; it must match the Credit Guide.

We want to hear about it, and we'll try to put it right. Making a complaint is free, and it won't affect how we treat you.

1. Tell us

You can complain by phone, email or in writing, to:

  • Contact: [complaints contact name or role]
  • Email: [complaints email]
  • Phone: [complaints phone]

Tell us what happened, what you'd like us to do, and how you'd like us to contact you. If you need help making a complaint, for example an interpreter, just ask.

2. What we'll do

  • Acknowledge your complaint within one business day (or 24 hours) of receiving it.
  • Look into it fairly and keep you updated.
  • Give you our final response in writing within 30 calendar days. If we can't, we'll tell you why before the 30 days are up, and about your right to go to AFCA.

3. If you're not satisfied

If you're not satisfied with our final response, or we haven't responded within 30 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits may apply to complaints to AFCA, so act promptly. AFCA's website explains what they apply to.

Privacy complaints

For complaints about how we've handled your personal information, see our privacy policy. You can also contact the Office of the Australian Information Commissioner at www.oaic.gov.au.