Complaints

You can raise a complaint with us in whichever way suits you:

• Phone: 03 9696 8888
• Email: finance@bizzyfinance.com.au
• In person or in writing, through the specialist who has been helping you

To help us resolve things quickly, please tell us your name and contact details, what happened and when, and what you would like us to do to put it right. If you need help to make a complaint — for example an interpreter, or assistance because of a disability — let us know and we will arrange it. You can also ask someone else, such as a family member, friend, financial counsellor or solicitor, to make the complaint for you.

We will acknowledge your complaint and let you know who is handling it. A person with the authority to resolve it will review it fairly and objectively, and may contact you for more information.

Once we have looked into it, we will tell you the outcome and the reasons for our decision, and remind you of your right to take the complaint to the Australian Financial Complaints Authority if you are not satisfied.

If we have not resolved your complaint, or you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. Bizzy Finance Pty Ltd is a member of AFCA (member number 121816).

• Website: afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so you should act promptly or check the AFCA website to find out when the time limit for your circumstances expires.

If your complaint is about a loan or lease after it has settled — for example your repayments, statements, or financial hardship — the lender is usually the right place to start, as it holds your account. We are happy to help you contact the lender, and you can also go to AFCA about a lender that is an AFCA member.

If your complaint is about how we have handled your personal or credit-related information, see section 11 of our Privacy Policy. You can also contact the Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992.