Complaint Resolution

ORDE Financial will undertake the following steps in seeking to resolve your complaint or concern:

  • We will acknowledge receipt of your complaint within one business day advising of an appropriate time frame for response. 
  • Complaints may be handled by the relevant customer service representative. If the matter is serious or requires further attention, it will be given priority to ensure a quick and effective resolution. 
  • Complaints will be escalated to our Customer Resolution Team should the complaint not be resolved by the fourth business day after it is received. 
  • We will investigate all circumstances of your complaint. If we do  not have sufficient information we will contact you or other relevant third parties seeking the required documentation or information; 
  • We will respond to you within the time frame specified in our original acknowledgment which outlines our decision and why we have reached the decision; and
  • After we have sent you a response to your complaint, we may contact you to further discuss the outcome and any other matters which need attention relating to your complaint or concern.

We value your privacy. Our Privacy Policy can be viewed on our website at

If you are not satisfied with our response, you can lodge a complaint with ORDE Financial’s External Dispute Resolution body:


Australian Financial Complaints Authority (AFCA) Phone: 1800 931 678 (free call)

In writing to: AFCA, GPO Box 3, Melbourne VIC 3001 Email:


Further Assistance

ASIC Moneysmart


For further information about complaints, you can view the ASIC Moneysmart website at, make a complaint.


ASIC’s Moneysmart website has information for consumers on what to do if you are experiencing Financial Hardship.

If you’re unhappy with either the service received, or with your lender’s decision, you can Make a Complaint.

If you have multiple debts, or would like help applying for financial hardship, contact the National Debt Helpline on 1800 007 007 to talk to a Financial Counsellor for free.