Complaints Handling

If you have a concern about:

• your account;
• how our staff have handled your matter;
• how we have managed your personal information (including your credit file).

Please contact your Account Manager or our Internal Dispute Resolution Team (IDR) so that we can look into your concerns and respond.

We take complaints and disputes seriously and will attempt to resolve them to your satisfaction within 21 days wherever possible.

We would also like to hear about your positive experiences, so please do let us know about these too.

Our dispute resolution process can be found on this page and is also explained in the guide document below.

Complaints Guide – Other Languages

Watch the Auslan video of our Complaints Guide.

Complaints Guide (audio only)

The Complaints Guide is also available in braille upon request.

Our Dispute Resolution Process

Our dispute resolution process is as follows:

• If you have a concern, you may wish to raise it with the Account Manager that you have been dealing with.
• You can ask to speak with the Account Manager’s Team Leader or Operations Manager at anytime.
• If your concern is still not resolved, you can contact our IDR team.
• If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our IDR team.
• You may also contact our External Dispute Resolution scheme at anytime.

Our dispute resolution process is designed to be visible, confidential, free of charge and fair.

Internal Dispute Resolution (IDR) – Contact Details

Email: complaints@completecredit.com.au
Phone: 1300 930 070
Fax: (02) 9891 2005

External Dispute Resolution (EDR) – Contact Details

From 1 November 2018, if an issue has not been resolved to your satisfaction, 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.

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

In writing, to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001