Complaint Resolution

If you make a complaint we commit to taking the following steps as we try to resolve your complaint or concern:

  • Within one business day, we will acknowledge receipt of your complaint advising of an appropriate timeframe of our response.
  • Complaints or concerns may be handled by any of our client services team members. If the matter is serious, requires further attention, it will be escalated to our Customer Resolution Team.
  • We will thoroughly investigate all circumstances of your complaint. If we don’t have sufficient information, we will contact you or other relevant third parties, for the documentation or information we require.
  • We will be respectful, communicate clearly, and will respond to you within the timeframe specified in our original acknowledgment. We will outline our decision, and we will make sure you understand the findings of our decision.
  • After we have responded to your complaint, we may need to contact you regarding the outcome, and any other matters which may need attention. We won’t ever charge you for making a complaint – our internal complaint process is completely free.

If you are not satisfied with our response, you can lodge a complaint with ORDE Financial’s external dispute resolution body, the Australian Financial Complaints Authority (AFCA).

AFCA is a free external dispute resolution service. They will independently review your complaint and reach their own outcome. You can contact AFCA via one of the below options:

Phone: 1800 931 678 (free call)

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

Email: [email protected]


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


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.