Frequently Asked Questions

This question can't be answered definitively without reviewing your individual file. We deal with a number of organisations who all have different processes and policies with respect to default listing their customers prior to sale. We can however help you understand this if you call us on 1300 930 070 or on 02 8836 4300. Alternatively, you can contact the various credit reporting agencies and obtain a copy of your file yourself – details are available in our Customer resource section under Helpful links.

Note – You are entitled to a copy of your credit file free of charge from Equifax.

Ignoring our attempts to contact you can have serious consequences. The debt will remain, and likely increase due to interest charges.

• Legal action could be taken against you, leading to additional costs.
• Your credit score may be negatively affected, making it harder to obtain credit in the future.

We strongly encourage you to engage with us to find a resolution and protect your financial well-being. While organising payment is important for a number of reasons, we take pride in being able to support our customers through these challenging times. Communication is the key to resolving your account with us.

Please contact us on 1300 930 070 or 02 8836 4300 to establish a payment plan that suits your circumstance.

We understand that financial circumstances can vary, and we strive to engage in suitable, sustainable payment arrangements. While we offer flexible payment plans, we do want to encourage you to consider paying your account in full as it is the best option to avoid unnecessary interest charges. If paying in full is not feasible for you at this stage, you can contact us on 1300 930 070 or 02 8836 4300 and set up an arrangement that is suitable for your current situation. Alternatively, you may also engage directly with the self-service option on our website to conveniently set up a payment arrangement. Available payment methods are using direct debit, BPAY and online/ over the phone debit card payment.

At Complete Credit Solutions, our mission is to offer customised solutions that empower individuals to overcome their past financial obligations. We value open communication and continuous improvement. If you feel that we have not met your expectations, we genuinely want to hear from you.

We'll strive to address any concerns you may have and work towards finding a mutually agreeable resolution. Your feedback is important to us, and we are committed to learning from our mistakes and enhancing our services.

To lodge your feedback, we invite you to click on the following feedback form to access our feedback form. By providing detailed information about your complaint, you enable us to fully understand the situation and take appropriate actions to resolve it.

We appreciate your trust in our ability to handle your concerns professionally and respectfully. Our team will review your complaint promptly and work with you towards a satisfactory outcome. Thank you for helping us improve and serve you better.

We offer multiple convenient options to update your contact details. The most immediate option is to call us directly on 1300 930 070 or 02 8836 4300, where our dedicated team is ready to assist you in promptly updating your information. Speaking with our team allows for a more comprehensive and personalised assistance, addressing any questions or concerns you may have.

Alternatively, you can also send an email to info@completecredit.com.au with your updated details. While this option may take slightly longer for a response, we will still process your update as quickly as possible.

Regardless of the option you choose, keeping your information up to date ensures effective communication of important updates and allows us to provide you with the necessary support.

At Complete Credit Solutions, we prioritise your privacy and security. We take proactive steps to protect your data against phishing attempts and scams. Rest assured that we are committed to keeping your information safe and secure throughout our communication with you and any emails you receive from Credit Complete Solutions are encrypted in transit.

If you ever have any doubts about the authenticity of an email you receive from us, we encourage you to reach out to us directly. Simply call our main numbers, 1300 930 070 or 02 8836 4300, and speak with one of our representatives. They will be able to verify the legitimacy of the message and address any concerns you may have.

You would generally be notified by Complete Credit Solutions if you are entitled to a refund. Please email us at refunds@completecredit.com.au and quote the reference number in the correspondence you received, with your bank account details so we can arrange a refund to you. You may also call us on 1300 930 070 (Option 3) for assistance.

Refunds are generally as a result of an overpayment made by you to your account. Please ensure you cease all payments (scheduled or unscheduled) once you have been advised that your account is finalised.

Unclaimed refunds for a period of 6 years will be submitted to Revenue NSW.

If part of a remediation programme, residual remediation amounts (less than $5) will be made to a charity or not-for-profit organisation registered with the Australian Charities and Not-for Profits Commission (ACNC) within 12 months of the remediation being finalised.