Complaints & Hardship

Financial Difficulty and 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. If you are finding it hard to make repayments on your AFS loan, we encourage you to call us as soon as possible. Our toll free number is 1800 688 995.

How We Provide Assistance

If you are having short-term difficulty making your loan repayments, our Customer Service team will work with you to find a manageable payment plan. If your situation has changed more than they can assist with to get you back on track, they will refer you to our dedicated Hardship Team.

This team is specially trained to and work with you to find the most suitable solution, tailored to your personal circumstances, to help you while you get back on your feet. We consider every request for assistance on an individual basis with flexibility and understanding. Our team will work with you to understand the changes to your situation and financial commitments.

Our aim is to support you, most often customers simply need temporary assistance to get them through difficult times.

Complaints and Feedback

We welcome every opportunity to resolve any concerns you may have with our products or service. If you have feedback, a complaint about out service or just want more information, we want you to let us know.

Please contact our Customer Service Team by calling 1800 688 995 and discuss any concerns you have with us directly. You can also request a manager to respond to your concerns or email the Customer Service Team on customerservice@afs.com.au.

Internal Dispute Resolution

If your concern is still not resolved to your satisfaction, please email our Complaints Team at complaints@afs.com.au.

Your concern will be reviewed by a complaint specialist who has authority to deal with the matter and will inform you of the outcome within:

• 21 days if you have requested financial hardship assistance 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; or
• 30 days for all other disputes and complaints.

External Dispute Resolution

If we are not able to resolve a complaint to your satisfaction, you can refer your matter to our external dispute resolution service, the Australian Financial Complaints Authority Limited (AFCA). AFCA provides a free and independent complaint resolution service.

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:

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 when you complain to AFCA, you can consult the AFCA website to find out if or what time limits are relevant to your circumstances.