Complaints
How we handle complaints.
Complaints are free to make and we won’t treat you differently for making one.
How to complain
Contact us by phone, email or post with your reference number and what you’d like us to fix. You can ask someone else — a financial counsellor, lawyer, family member or support person — to complain on your behalf.
What happens next
- We acknowledge your complaint within 3 business days.
- Someone not involved in what you’re complaining about reviews it.
- We give you a written answer within 30 days, explaining what we found and what we’re doing about it. If we need longer, we’ll tell you why and when to expect an answer.
- If you’re unhappy with the outcome, you can ask for an internal review, or go to an external body.
External bodies
- Australian Financial Complaints Authority — 1800 931 678, afca.org.au
- Office of the Australian Information Commissioner — 1300 363 992, oaic.gov.au
- ACCC — accc.gov.au
- Consumer affairs or fair trading in your State or Territory
While a complaint about the existence or amount of a debt is being considered, we pause collection activity on the account.