Complaints & Dispute Resolution

Contact our Complaints Officer

Complaints are free and can be made by phone, email or post. No special form is required. Tell us what happened and your preferred outcome. We can receive an incomplete complaint and ask for details later. You may use an authorised representative or request accessibility/language assistance.

How we respond

We acknowledge promptly, normally within one business day or as soon as practicable. We investigate fairly, keep you informed and provide the required response to standard complaints within 30 calendar days, subject to applicable exceptions. Where required, our written response explains the outcome, reasons and AFCA rights. If a permitted delay applies, we explain it and your escalation rights.

Tell us immediately about hardship, default notices or enforcement concerns. Some credit complaints have shorter 21-day rules and exceptions. Contact your lender’s hardship team too; contacting a broker does not itself change repayments or stop lender action.

If the issue remains unresolved

You may contact AFCA if dissatisfied or the applicable response period has passed. You do not need our permission. AFCA’s consumer service is free and independent, subject to its jurisdiction and time limits.

Privacy concerns

Contact our Privacy Officer at the same Clic Money address. Our Privacy Policy explains access, correction and privacy complaints, including escalation to the OAIC after giving us an opportunity to respond.