Feedback & Complaints

A complaint is any time you tell us you're unhappy with our service or conduct and you expect us to respond — however you say it, by email or otherwise. You don't need to use a special form or the word “complaint”.

Email hello@debtfreedom.com.au, or write to us at Level 32, 101 Miller Street, North Sydney NSW 2060. It helps if you tell us what happened, when, and what you'd like us to do — but please get in touch even if you're not sure.

We will acknowledge your complaint within 1 business dayof receiving it (or as soon as practicable), and we'll work to resolve it and give you a written response within 30 calendar days. If we need longer for a complex matter, we'll tell you why and keep you updated. Our response will explain what we've decided, the reasons, and what you can do if you're still not satisfied. We keep a record of every complaint so we can fix underlying problems.

These timeframes reflect the standards in ASIC Regulatory Guide 271 for internal dispute resolution, which we apply as a matter of good practice.

If you have a disability, need an interpreter, are in a remote area, or are experiencing family violence or financial hardship, tell us and we'll adjust how we work with you. You can also ask a financial counsellor, family member, friend or other representative to deal with us on your behalf, with your consent.

You never have to pay anyone to get help with debt. The National Debt Helpline offers free, independent, confidential financial counselling — call 1800 007 007.

Privacy matters.If your complaint is about how we've handled your personal information and you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992 — free of charge.

Other matters. DebtFreedom is a free information tool and a referrer only; we are not a lender, credit provider or debt-management service, and we are not currently a member of the Australian Financial Complaints Authority (AFCA). If your concern is about a debt-management service provided to you by a provider we referred you to, that provider handles its own complaints — licensed debt-management firms are AFCA members, and AFCA (afca.org.au, 1800 931 678) is the free external dispute scheme for their services. You can also seek independent advice at any time.