Complaints

Tell us first

You can complain in whatever way suits you:

• phone Sulav Adhikari on 0416 066 954
• email [email protected]
• write to us at [Postal address for complaints]

Tell us what happened, what you would like us to do, and any documents that help explain it. You can also contact our licensee directly: [Licensee complaints officer contact].

What happens next

• We acknowledge your complaint within one business day, or as soon as practicable.
• We look into it, and may ask you for more information.
• We give you a written response with our decision and the reasons for it, within 30 calendar days.
• If we need longer, we tell you why, and remind you that you can go to AFCA.

These timeframes follow ASIC’s internal dispute resolution standards in Regulatory Guide 271. Different timeframes apply to some complaints, such as those about financial hardship.

If you are not satisfied

If you are not happy with our response, or we haven’t responded within 30 days, you can complain to the Australian Financial Complaints Authority (AFCA). AFCA is free and independent, and its decisions are binding on us if you accept them.

Australian Financial Complaints Authority (AFCA)

Website www.afca.org.au
Email [email protected]
Phone 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Our AFCA member number: [AFCA member number]

Time limits may apply to complaints to AFCA, so act promptly or check with AFCA.

Getting help to complain

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us. If you are having trouble with repayments, see Financial hardship.