How We Resolve Your Problems

We welcome every opportunity to resolve any concerns you may have with our products or service. If you have a complaint, are not happy with our service or just want more information, you should tell us. By telling us, you give us the best possible opportunity of fixing things. In the first instance, contact our Customer Service Team by calling 1800 688 995. If you are not satisfied with their response you can request that their manager address your concern.

Internal Dispute Resolution

If your concern is still not resolved to your satisfaction please write to our Internal Dispute Resolution Committee at Automotive Financial Services PO Box 123 Springwood NSW 4127. Your concern will be reviewed by our IDR Committee, which has authority to deal with the matter.

We will inform you of the outcome within:

  • within 21 days if you have requested a variation of a credit contract as a result of financial hardship or postponement of enforcement proceedings, or, within a further 30 days from the date of any agreement made as a result of that request;
  • within 21 days if your complaint invloves a default notice under a credit contract;
  • within 45 days for all other disputes and complaints.

External Dispute Resolution

If your concern still remains unresolved to your satisfaction we will assist you in directing your issue for further review to the Financial Ombudsman Service (FOS), an external review scheme to which we belong.

Financial Ombudsman Service (FOS)
GPO Box 3
Melbourne VIC 3001
Telephone: 1300 780 808
Fax: (03) 9613 6399
Email: To lodge a dispute online go to www.fos.org.au

External dispute resolution is a free service established to provide you with an independent mechanism to resolve your specific complaints. However, you must attempt to resolve your complaint with us before contacting FOS.

Financial Hardship Assistance

We understand that some of our customers may face temporary periods of financial hardship due to a number of reasons, often beyond their control, including unemployment or reduced employment. If you are finding it hard to make repayments on your car loan or small asset loan, we encourage you to call our dedicated hardship team as soon as possible. This team is specially trained to understand your situation and work with you to find the most suitable repayment plan or support to help you while you get back on your feet. Our toll free customer hotline is 1800 688 995.

The type of assistance we may be able to provide will vary depending on your individual circumstances. For eligible customers, assistance but may include:

  • extending the period of the contract and reducing or deferring the amount of each repayment; or
  • postponing the dates on which payments are due under the contract (during the specified period).

In most cases, we will not require evidence of financial hardship and we will make arrangements quickly and efficiently over the phone wherever possible. We will also suspend any debt collection activity while these arrangements are in place.

Call us today. We are here to help you.