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Ethical Finance Australia Pty Ltd

Feedback & Complaints

At Ethical Finance Australia, we are committed to delivering transparent, values-aligned services and acting in your best interests at every stage of your journey. Your feedback matters. Whether it’s a compliment, suggestion or concern, your voice helps us continue to grow, refine, and serve you better.

We are legally required to act in your best interests when providing credit assistance. If you believe we have not met this obligation, or if you have any other concern about our services, we want to hear from you and make it right.

Compliments

If one of our team members has delivered exceptional service or gone above and beyond in supporting you, we would love to hear about it! Sharing your positive experience not only helps us recognise and reward great service, it also helps others know they’re in good hands too.

Concerns and Complaints (Internal Dispute Resolution)

If we have fallen short of your expectations, we want to make it right. We have a simple and fair process in place to make it easy for you to share your concerns and have them resolved promptly.

How to Contact Us

You can lodge a complaint or provide feedback at any time via:


Please include as much detail as possible, including:

  • Your name and contact details
  • Details of your complaint or concern
  • Any relevant dates, documents, or communications
  • What outcome you’re seeking
  • Any steps you’ve already taken to resolve the matter

How We Handle Complaints

Immediate resolution: We aim to resolve complaints on the spot wherever possible. If we can resolve your concern during your first contact with us, we will confirm the resolution in writing.

Formal complaints process:

  1. Acknowledgement: We will acknowledge your complaint in writing within 1 business day.
  2. Investigation: We will thoroughly investigate your complaint, including reviewing documents, speaking with relevant team members, and assessing whether we met our legal obligations (including our Best Interests Duty).
  3. Resolution: Our goal is to resolve all complaints within 30 calendar days.
  4. Communication: If resolution takes longer than 30 days, we will inform you of the delay, explain why, and provide an updated timeframe.
  5. Outcome: Once resolved, we will confirm the outcome in writing, including our decision, reasoning, and information about your escalation rights.

Your Rights

  • You have the right to lodge a complaint without being disadvantaged.
  • We will not charge you for making a complaint.
  • You may have a representative or support person assist you at any time.
  • You can withdraw your complaint at any time.
  • Making a complaint does not affect our obligation to continue acting in your best interests.

External Dispute Resolution

If you are not satisfied with our response, or the matter remains unresolved after 30 days, you can escalate your complaint to an external dispute resolution service.

Australian Financial Complaints Authority (AFCA)

AFCA is a free, fair, and independent service that helps consumers resolve financial complaints, including those about credit assistance services.

You should contact AFCA within two years of our final decision, or within six years of the issue occurring (whichever is earlier).

Other Oversight Bodies

Privacy or data complaints: If your concern relates to privacy or handling of your personal information, you may contact:


Credit law or conduct complaints: You can also report concerns to:

  • Australian Securities and Investments Commission (ASIC)
  • Phone: 1300 300 630
  • Online: www.asic.gov.au
  • Mail: GPO Box 9827, Melbourne VIC 3001

Our Commitment

We take all complaints seriously and use feedback to improve our services. We are committed to:

  • Treating you fairly and respectfully throughout the process
  • Investigating all complaints thoroughly and impartially
  • Communicating clearly and keeping you informed
  • Resolving complaints as quickly as possible
  • Learning from complaints to improve our services
  • Continuing to fulfil our legal obligation to act in your best interests

Need an Update?

If you’ve lodged a complaint and would like a status update, simply contact us using the methods above and refer to your original enquiry or complaint reference number.

We appreciate your time and trust.

Thank you for helping us uphold our commitment to ethical finance.