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Making a complaint

We take pride in the quality of our products and services, and we value listening to our customers. If you are ever dissatisfied with our product or service, please contact our help desk team to share your concerns. We will try to resolve your complaint through our Internal Dispute Resolution process. 

HOW TO MAKE A COMPLAINT

You can submit a complaint through any of the following channels:

  • Online - use our online complaint form (below) to lodge your complaint.
  • Phone - Call us on 1300 290 240 during business hours (see call centre times HERE). We may be able to resolve your issue immediately - but if not, we’ll escalate it for further review.
  • Mail - Write to us at PO Box 7795, Cloisters Square, WA 6850

Alternatively, if you want to give general feedback about our product, services, or help team, you can do so HERE.

WHAT HAPPENS NEXT

Once we receive your complaint, we will:

  • Provide you with a tracking reference number.
  • Begin investigating your concern.
  • Try to resolve your complaint as quickly as possible.
  • You’ll receive an initial response within 10 business days (unless your complaint has already been resolved).
  • We aim to resolve all complaints within 21 days.
  • If we’re unable to resolve your complaint within 21 days, we’ll notify you of the reason for the delay and provide an expected timeframe for a resolution. 

OUR COMMITMENT TO YOU

We are dedicated to handling your complaint carefully by:

  • Listening to and thoroughly reviewing all the information you share.
  • Communicating transparently with clear, simple language to explain our findings and decisions.
  • Maintaining fairness at every stage of the process.
  • Providing this service free of charge

 

WHAT IF YOU ARE NOT SATISFIED WITH OUR FINAL DECISION

If your complaint is directly related to your personal loan or payment plan with us, and you are not satisfied with our final decision, you can refer the matter to our external dispute resolution scheme:

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, Vic 3001

Website: www.afca.org.au 
Email: info@afca.org.au
Phone: 1800 931 678 (free call)

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints about your financial services provider.

However, we encourage working with us first to address your concerns.

AUTHORISE SOMEONE TO SPEAK ON YOUR BEHALF

You can nominate someone aged 18 or older to talk to us about your account and any complaints. This could be a family member, legal representative, accredited advisor, or financial counsellor. If you’d like someone else to access your account or speak with us on your behalf, they must first be registered as an Authorised Third Party with us. You can easily do this by filling out the form available HERE.