How to raise a concern with us — and how to escalate if you’re not satisfied.
If something hasn’t met your expectations, we want the chance to put it right. We take all complaints seriously and aim to resolve them fairly and quickly.
The quickest way to raise a complaint is through our contact page, or by emailing us at support@resetmydebt.com.au. Please include your name, how to reach you, and what your complaint is about. If you’re raising it on someone else’s behalf, please let us know your authority to do so.
We will acknowledge your complaint promptly and work to resolve it as quickly as we can — and in any case within the maximum timeframes required by law (generally within 30 days of receiving your complaint, and sooner for certain credit and hardship matters). We’ll keep you informed and explain our decision.
If we can’t resolve your complaint to your satisfaction, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair and independent dispute‑resolution service for consumers and small businesses, and its decisions are binding on us.
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Our AFCA membership number: [AFCA member number]
If your complaint is about how we handled your personal information, you can also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
If you’re in financial difficulty and would like free, independent support at any time, the National Debt Helpline offers free financial counselling on 1800 007 007.
Wherever you're starting from, we're here to help you move from overwhelmed to back in control — and toward the brighter, freer future you deserve.
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