Complaints
Complaints
If an Autopay customer (Customer/borrower/mutual client) isn’t satisfied with our attempt to resolve any issues they may have, they can lodge a formal complaint with us. We have an internal dispute resolution team who are standing by to help our customers.
How can a customer raise a complaint?
Contact us at:
P: 1300 38 38 10 1300 38 38 10
F: 02 8415 7112 02 8415 7112
What happens next?
Once a formal complaint with us is lodged we will acknowledge the complaint within 1 day. We will then work with the customer to try to resolve the complaint within the next 7 calendar days. To help us resolve the complaint as quickly as possible we only ask that the customer provides as much information as possible.
If the matter is more complex and further investigation is required, we will aim to resolve the complaint within 21 calendar days.
Our customers are our priority and we take their concerns very seriously. If they make a complaint, we’ll keep them informed from start to finish and we’ll provide updates regarding the progress of the matter. Our goal is to reach a resolution that the customer is happy with.
What if the customer is not happy with the outcome?
If the customer is not satisfied with our proposed resolution, or it takes longer than the maximum timeframes stated above, they can lodge a dispute with the Australian Financial Complaints Authority (AFCA). The AFCA provides all consumers with a fair, free and independent dispute resolution for financial complaints.
If the matter is more complex and further investigation is required, we will aim to resolve the complaint within 21 calendar days.
Contact AFCA at:
P: 1300 931 678 1300 931 678
Post: Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001
Referral of complaints
If a customer approaches you and wishes to make a complaint, they can contact our office directly with the above details. Alternatively, we invite brokers and dealers to refer complaints to our office using the below contact details:
Broker support line: 1300 90 80 68 1300 90 80 68
Dealer support line: 1300 90 69 75 1300 90 69 75
From there we will proceed with our dispute resolution steps as stated prior.
If you are unsure if a customer needs to be referred to us, please get in touch and our support team will be more than happy to assist.