Complaints & dispute resolution
If something isn’t right, tell us.
We take complaints seriously and are committed to resolving them fairly, promptly and free of charge. Here is how the process works.
01
Contact us first
Most concerns can be resolved quickly. Get in touch with our team by email with your name, contact details, and a description of what has gone wrong and how you would like it resolved.
02
We acknowledge
We will acknowledge your complaint promptly — usually within one business day — and let you know who is handling it and what happens next.
03
We investigate
We review the matter fairly and thoroughly, and aim to provide a written response within the timeframes set by ASIC’s internal dispute resolution standards (RG 271) — generally within 30 days.
04
You can escalate
If you are not satisfied with our response, or you have not heard from us within 30 days, you can refer your complaint to AFCA — our external dispute resolution scheme — free of charge.
Step 1 — Make a complaint to us
Internal dispute resolution
Contact our complaints team and we will work with you directly to understand and resolve the issue.
- Licensee
- Collective Credit Pty Ltd · ACL 000000
Step 2 — Escalate externally
Australian Financial Complaints Authority (AFCA)
AFCA provides fair, independent and free dispute resolution for financial services. If we cannot resolve your complaint to your satisfaction, you may contact AFCA.
- Website
- afca.org.au
- Phone
- 1800 931 678
- info@afca.org.au
- GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints referred to AFCA — you should act promptly and confirm the applicable time limits directly with AFCA. This page describes our dispute-resolution process and does not limit any rights you have at law.