Credit24 is devoted to providing our customers with the best services. From time to time, you may think we may have not met your expectations. When this happens, we would like to know about it so we can continue to improve and help our valuable customers, like you.

Our team will work tirelessly to address your concerns in a fair and timely manner. We’ll be in contact throughout the process if we need more time or information. If we are unable to resolve your issue during your initial contact with us, we will escalate it to our dedicated Dispute Resolution Specialist.

Let’s talk – we’re here to help

If you have a complaint, please contact our Customer Care team by:

  • Calling 1300 293 000 (Monday to Friday 8am – 8pm, Saturdays 9am-5pm AEST)
  • Clicking on the email letstalk@credit24.com.au to provide us details about your complaint

Our approach

1. We’ll acknowledge your complaint
Many complaints can be resolved immediately or within a few days. Depending on the nature of your complaint, we may assign a specialised team to investigate your complaint. If this is the case, we will promptly notify you that we have received your complaint, provide you with a reference number, and inform you of the name and contact details of the person who will be handling your complaint.

2. We’ll assess the information we have and investigate the issues
We take your concerns seriously. We’ll thoroughly examine the information you provide, diligently investigate any issues, and work collaboratively with you to reach a mutually beneficial solution. Your satisfaction is our top priority.

3. We’ll work with you to find a fair and reasonable outcome

We’ll aim to provide a final response to your complaint as quickly as we can. If we’re unable to do this within 30 days, we’ll tell you the reason for the delay, give you a date you can expect to hear an outcome, and continue to update you on our progress.

If you are not satisfied with the resolution, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a fair and independent complaint resolution scheme that is free to consumers. AFCA’s details are set out below.

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