Resources and Complaints

Complaint Resolution Policy

DebtX takes any complaint seriously and we are focused on resolving any complaint in a timely and efficient manner.

All complaints should be directed to info@debtx.com.au or in writing to:

DebtX, PO Box 112, Seaforth NSW 2092

Tell Us About Your Complaint

If you have a complaint we want to hear from you as if you are not satisfied, we want to put it right.  We will take your complaint seriously and do all we can to work with you to find a resolution that is fair and reasonable.

How Long Will it Take?

Our aim is to resolve complaints on the spot or within a few days if the matter is more complex. If we are unable to resolve your complaint within 21 days, we will advise you that we require more time to investigate and will keep you informed of the progress.

If we are unable to resolve your complaint within 45 days, we will inform you of the reason and provide you with a date that we will contact you to provide an outcome. We will also tell you about your right to take your complaint to the Australian Financial Complaints Authority.

If You Are Unhappy With the Outcome

If you are unhappy with the outcome of your dispute you can lodge a dispute with the Australian Financial Complaints Authority (AFCA).  AFCA provides independent financial services and complaint resolution services and is free to consumers.

Australian Financial Complaints Authority – www.afca.org.au

Ph: 1800 931 687 | Email: info@afca.org.au

Postal address; Australian Financial Complaints Authority, GOP Box 3, Melbourne VIC 3001

You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy or how we have handled your personal information.

Office of the Australian Information Commissioner – oaic.gov.au

Ph: 1300 363 992

Postal address: Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 5218

Resources

National Debt Helpline – ndh.org.au

Ph: 1800 007 007

Australian Financial Complaints Authority – www.afca.org.au

Ph: 1800 931 687 | Email: info@afca.org.au

Postal address; Australian Financial Complaints Authority, GOP Box 3, Melbourne VIC 3001

Legal Aid New South Wales – www.legalaid.nsw.gov.au

Ph: 1300 888 529

Community Legal Centres

Community legal centres are independent, not-for-profit, community-based organisations. They provide free legal help to those most in need.

Ph: (02) 9264 9595 for all centres in Australia

Small Business Support line

If your small business is struggling because of COVID-19 or natural disasters, you can contact the Small Business Support line

Ph: 1800 413 828

Rural Financial Counselling Service

The RFCS provides free financial counselling to farmers, fishing enterprises, forestry growers and harvesters, and small related businesses experiencing, or at risk of, financial hardship.

Ph: 1800 900 090