Complaints and disputes

How to make a complaint

You can complain in any way that suits you:

• Email: ben@millarx.com.au
• Phone: 0492 886 857
• Post: 387 Lower Heidelberg Road, Eaglemont VIC 3084

Tell us what happened and what you would like us to do. You can ask someone else, such as a friend, relative or financial counsellor, to complain for you. Making a complaint is free.

What happens next

• We acknowledge your complaint within one business day of receiving it.
• We look into it fairly, keep you updated, and tell you if we need more information.
• We give you a written final response within 30 calendar days, explaining our decision and your right to go to AFCA.
• If we can't respond within 30 days, we tell you why, and that you can go to AFCA straight away.

Australian Financial Complaints Authority (AFCA)

If you are not satisfied with our response, you can contact AFCA. AFCA provides a fair and independent financial services complaint resolution service that is free to consumers. We are a member of AFCA.

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so you should act promptly. AFCA can tell you whether one applies.

Privacy complaints

You can also complain to the Office of the Australian Information Commissioner about how we handled your personal information (www.oaic.gov.au, 1300 363 992). Our Privacy Policy explains how.

Financial hardship

If you are having trouble making repayments on finance arranged through us, contact your lender or funder as soon as you can and ask about hardship assistance. We can help you get in touch with them.

Help with language or hearing

If you need an interpreter, call the Translating and Interpreting Service on 131 450 and ask them to contact us. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.