Dispute resolution policy

Homedispute resolution policy

Contact Us Directly

As many complaints can be resolved with a simple conversation, your first point of contact should always be our customer contact centre, who can be contacted at: Phone: 1300 471 328
Fax: (07) 3041-5027
Email: hello@installmentloans.com.au
Website: www.installmentloans.com.au

Our friendly and helpful staff will endeavour to resolve the complaint with you as quickly as possible.

Internal Dispute Resolution Procedure

If your complaint is not adequately handled by our contact centre, you may raise your complaint with our complaints officer, who can be contacted at:

Email: complaints@installmentloans.com.au
Post: _________________

In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days of the initial complaint detailing:

  • the outcome of the dispute
  • the reasons for the outcome
  • your right to pursue the dispute with our External Dispute Resolution scheme
  • the contact details of our External Dispute Resolution Scheme

External Dispute Resolution Scheme

If you are not satisfied with our response, you may refer the complaint to our external dispute resolution scheme. The external dispute resolution scheme to which we belong is the Credit & Investments Ombudsman, who can be contacted at;

Australian Financial Complaints Authority

Postal Address GPO Box 3, MELBOURNE VIC 3001
Phone 1800 931 678
Email info@afca.org.au
Disputes Related to The Privacy Act 1988
If the matter relates to the Privacy Act 1988, you may also refer the matter to the Privacy Commissioner. The Privacy Commissioner, in the Office of the Australian Information Commissioner, can be contacted at;
Privacy Commissioner
Phone: 1300 363 992
Fax: (02) 9284 9666
Mail: GPO box 5218, Sydney NSW 2001
E-Mail: enquiries@oaic.gov.au
Website: www.oaic.gov.au

Funding Within 60 Minutes (Instant Transfers)

*Instant transfer is available to PayID holders with participating Australian financial institutions. Most of the payments are typically settled in under 60 seconds but may be subject to checks and holds at the sending or receiving bank. As the reason, our standard payment transfer time is 24 hours.

Our commitment to you

As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. You will also not be charged for using any of the services mentioned in this policy. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention.

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