In the unlikely event of a dispute, the consumer is advised that there is a process available to assist in the speedy resolution of the issues

1. Contact the credit representative you have been dealing with (contact details below) and explain your position and the outcome you wish to achieve

2. If unsuccessful, contact the Internal Dispute Resolution Manager (contact details below). This can be done verbally, but it may assist you if you put your complaint in writing first. The Manager will contact you to discuss the matter after making preliminary enquiries. There is no cost.

3. If you are not satisfied with the Internal Disputes Manager’s response you can lodge a complaint with the Office of the Australian Information Commissioner, phone: 02 9284 9753, or enquiries: 1300 363 992, post to GPO Box 5218 Sydney  NSW 2001, or go to the website at

4.If this step is unsuccessful, then contact the External Disputes Resolution scheme of which the credit provider is a member. This is also a free service for consumers.

Please do not contact the External Disputes Resolution scheme before you have contacted the Internal Disputes Resolution Scheme Manager. You will only be sent back to contact the Internal Disputes Resolution Manager and resolution of your complaint will be unnecessarily delayed.

Contact Us:

Internal Disputes Resolution Scheme Manager Kon Tsobas
Phone: (03) 8393 6549
External Disputes Resolution Australian Financial Complaints Authority
Phone: 1300 780 808
Postal: GPO Box 3, Melbourne, VIC 3001