If something has gone wrong

Making a complaint

Email info@aussieloanapply.com with "Complaint" in the subject line, or write to us at Leichhardt NSW 2040, Australia.

Tell us what happened, when, and what you'd like us to do about it. Include any reference numbers you have.

What happens next

1. We acknowledge your complaint promptly.
2. We investigate and respond to you in writing. Under ASIC's Regulatory Guide 271, we must provide a written response within 30 calendar days.
3. Our response will explain our decision and the reasons for it, and tell you what you can do if you're not satisfied.

If you're not satisfied with our response

You can take the matter to the Australian Financial Complaints Authority, which is free to consumers and independent of us. AFCA can be contacted on 1800 931 678, at afca.org.au, or at GPO Box 3, Melbourne VIC 3001. Our external dispute resolution details are set out in our Credit Guide.

Financial hardship

If you're having trouble meeting repayments on a loan, act early. Contact your lender directly and ask for a hardship variation — under the National Credit Code you have a statutory right to request one, and the lender must consider it and respond.

A hardship arrangement might mean a period of reduced repayments, a pause, or extending the term. Asking does not put you in default.

Free, independent help

• National Debt Helpline — 1800 007 007. Free, confidential financial counselling. Not a lender, nothing to sell you.
• ASIC Moneysmart — independent government guidance on debt, budgeting and credit.
• AFCA — 1800 931 678, for disputes with a financial firm.

If you're in financial distress and it's affecting your wellbeing, Lifeline is available 24 hours a day on 13 11 14.