Complaints
Draft pending review. This interim page describes our complaints process while the full policy completes compliance review. If something has gone wrong, we want to hear about it now regardless.
How to make a complaint
- Email: info@securefinance.com.au
- Phone: 1300 401 007 (Mon–Fri 8am–8pm AEST)
- Post: Complaints Officer, 401/7 Maitland Place, Norwest NSW 2153
What to include
- Your name and contact details.
- A description of the issue.
- Any relevant documents or screenshots.
- The outcome you are seeking.
How we handle complaints
We will acknowledge your complaint, investigate the issue, keep you informed where appropriate and provide a response within the timeframes required by law (including ASIC's RG 271), our licence conditions and our dispute resolution procedures.
External dispute resolution
If you are not satisfied with our response, you may contact the Australian Financial Complaints Authority — a free and independent service. Secure Finance is AFCA member 43890.
afca.org.au · 1800 931 678 · AFCA, GPO Box 3, Melbourne VIC 3001
For privacy-related complaints you may also contact the Office of the Australian Information Commissioner: oaic.gov.au/privacy · 1300 363 992.