Complaints Handling Procedure

We aim to provide a professional, transparent and responsive service. If you are unhappy with our service, a decision, a fee, our conduct, the handling of your information, or any aspect of credit assistance we have provided, we encourage you to tell us. We will acknowledge, investigate and seek to resolve your complaint fairly and as quickly as possible.

Please make your complaint as soon as possible. You may contact us by phone, email or post. To help us investigate, please provide your full name, contact details, a clear description of the issue, relevant dates and documents, and the outcome you are seeking. You may have a representative act for you, subject to appropriate authority.

You may also direct a complaint to Fintelligence Pty Ltd, the Australian Credit Licence holder, using the complaints contact details in the applicable Credit Guide or other disclosure document.

Once we receive your complaint, we will record it and assess the issues raised. We may contact you for further information, investigate relevant records, consult with Fintelligence Pty Ltd or another relevant party, and propose a resolution. We will keep you appropriately informed of progress.

For most complaints, we aim to provide a written internal dispute resolution response within 30 calendar days of receiving the complaint. If a different timeframe applies, or if we cannot respond within the applicable timeframe because of the complexity of the complaint or circumstances beyond our control, we will provide the required delay notification and information about your right to contact AFCA.

Some credit-related matters, including certain hardship notices or requests to postpone enforcement proceedings, may have shorter response timeframes. We will manage any complaint in accordance with the applicable requirements and Fintelligence's approved complaints process.

If you are not satisfied with our response, or you would prefer to take the matter to an external dispute-resolution body, you may contact the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent external dispute-resolution service.

AFCA may have eligibility rules and time limits for considering a complaint. You can obtain information directly from AFCA or at www.afca.org.au.

We will handle complaint information in accordance with applicable privacy obligations and our Privacy Consent and Privacy Policy. We may collect and use information necessary to investigate and resolve the complaint, including information from Fintelligence Pty Ltd, a credit provider, an insurer, a supplier, a referrer or other relevant party where appropriate.

If you need help making a complaint, including because of language, disability, financial difficulty or another vulnerability, please let us know. We will take reasonable steps to assist you and can communicate with an authorised representative where appropriate.

• Tell us your preferred contact method and any support you need.
• We can communicate with an authorised representative acting on your behalf.
• We will take reasonable steps to make the process accessible to you.