Car Loans | Car Finance > About Us > Resolving Problems
RESOLVING PROBLEMS

Resolving Problems

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 or you can email us at complaints@afs.com.au. 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 Pty Ltd, GPO Box 443 Brisbane QLD 4001. 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:

  • 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;
  • 21 days if your complaint involves a default notice under a credit contract;
  • 45 days for all other disputes and complaints.

 

Financial Hardship

How we manage Financial Hardship

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. 

External Dispute Resolution

External Dispute Resolution

Should a complaint arise which we do not resolve to your satisfaction, please be aware you can take it to our external dispute resolution service.

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 our external dispute resolution scheme.

If you have a complaint which remains unresolved after speaking to us or are not satisfied with our response, you can contact the Australian Financial Complaints Authority Limited ABN 38 620 494 340 (AFCA), or get legal advice:

AFCA

Online:    www.afca.org.au
Email:      info@afca.org.au
Phone:    1800 931 678 (free call)
Mail:         Australian Financial Complaints Authority Limited
                    GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

How We Provide Assistance

Our Customer Service team considers every request for assistance on an individual basis with flexibility & understanding. If you are having difficulty making your loan repayments, we will work with you to find a manageable solution, tailored to your personal circumstances.

Our aim is to support your financial rehabilitation and ensure the affordability of the credit we provide to our customers. Most often customers simply need temporary assistance, including a review of their financial commitments, to get them through difficult times.

 

We understand that sometimes bad things happen to good people. AFS is here to help.

 

Responsible Lending

We are committed to responsible lending practice and only lend affordable amounts of credit to our customers.

We're here to Help

Need to get into contact with us by message, email or phone? Send us an online message to update your details, request a payout, request a statement, or resolve your concern.