Our Complaints Process
InDebted (we, us or our) is committed to providing a high standard of service to all customers. We recognise that sometimes there may be challenges, and we are committed to properly considering and resolving all complaints we receive. It’s important that we hear about your complaint so we can make things right and improve the quality of the product(s) and service(s) we provide you.
All complaints lodged with us are taken seriously. We will work with you to resolve your complaint quickly and aim to achieve an outcome that’s fair for you. If we need more time or require more information about your complaint, we will let you know throughout the process.
What is a complaint?
A complaint is when you are dissatisfied with any aspect of your experience with us. As an example, due to your experience with us, you may express dissatisfaction with our business, product and services or process.
Contacting us to make a complaint
If you would like to make a complaint, you may contact us to make a complaint by:
- Phone: calling us on 1300 205 487 (Toll Free) during business hours
- Email: sending us an email at firstname.lastname@example.org
- Mail: write to us via mail to:
InDebted Complaints Team
Level 24, Three International Towers
300 Barangaroo Avenue
Barangaroo NSW 2000
- Online Form: submitting our online complaints form - click here to lodge a complaint via our website
- Live Chat: initiating a conversation through the chat feature on our website
Information we require when you make a complaint
Gather any supporting documents or records with names, times and dates that will assist our investigation into your complaint. This information will help us resolve your complaint faster as we will not need to request this information from you.
When you get in touch with us, please include as much information as you can to help us resolve your complaint and provide:
- your full name;
- contact details;
- description of your Complaint; and
- the outcome you would like to achieve.
We'll acknowledge your complaint, and give you a reference number and the name and contact details of the person who is handling your complaint.
We’ll do what we can to fix your problem, making sure it doesn't occur again for you or anyone else and let you know once we have a resolution
What happens when you submit your complaint
We will acknowledge receipt of the complaint as soon as possible and in any case within three (3) business days of receiving the complaint. From this point, we consider your complaint to have been logged.
How long will it take?
We will endeavour to resolve the complaint on the spot or within days. We'll keep you informed of our progress and if we're unable to resolve your complaint within twenty-one (21) days we'll tell you that we need more time or more information from you to investigate.
External Dispute Resolution
If you are dissatisfied with the outcome of InDebted’s internal dispute resolution and complaints handling process, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides consumers and small businesses with free and independent dispute resolution for financial complaints.
Phone: 1800 931 687 (free call)
Postal Address: GPO Box 3, Melbourne VIC 3001