This policy provides information about our internal dispute resolution (IDR) process, how to make a complaint and the process we follow in seeking to resolve any complaint you may have.
Our IDR service is provided free of charge.
This policy is issued by Cash Australia (Int) Pty Ltd (trading as Cash Australia) ACN 008 191 599 Australian Credit Licence Number 386209 (we/us/our)
The effective date of this Policy is the 5th day of October 2021 and this policy applies to all complaints made on or after that date.
You can lodge complaints by contacting by our complaints officer.
Our complaints officer is currently Kon Andrews and he acts as the central contact person for our IDR process. You can contact our complaints officer in any of the following ways:
You may also lodge a complaint by speaking to any representative of our business who will refer you to our complaints officer.
When you make a complaint, we will ask that you explain the details of your complaint as clearly as you can. You may do this verbally or in writing. This will assist us in seeking to resolve any complaint you may have.
In order to assist complainants who might need additional assistance to lodge a complaint, we:
Our process for dealing with complaints is as follows:
If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint.
However, for some specific types of credit-related complaints, the following response timeframes apply instead of our standard response time.
Exceptions to these timelines apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
If we do not reach agreement with you about your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact AFCA:
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
It can be expensive to borrow small amounts of money and borrowing may not solve your money problems.
Check your options before you borrow:
The Government’s MoneySmart website shows you how small amount loans work and suggest other options that may help you.
*This statement is an Australian Government requirement under the National Consumer Credit Protection Act 2009*