Legal
Internal Dispute Resolution
How to raise a concern with OnFinance, what to expect, and how to escalate to an external scheme if needed. The linked PDF is the full, authoritative policy.
Internal Dispute Resolution (PDF)
21
days to a final response
30
days to a final response
45
days at the outside
Not required
A phone call is enough. Complaints go straight to our Complaints Officer, Themy Magafas, and cost you nothing to raise.
Most concerns are sorted on the spot. If yours is not, there is a clock on it and an independent scheme behind it.
How to raise a concern
If you're unhappy with any part of our service, contact our Complaints Officer, Themy Magafas (Director), by phone, email, letter or in person. A complaint doesn't need to be in writing. Please give us as much detail as you can.
02 / 04What to expect
We'll try to resolve your complaint on the spot. Where that's not possible, we'll acknowledge it promptly and provide a final response within 21, 30 or 45 days depending on the type of complaint (for example, hardship or default-notice complaints are prioritised at 21 days, and privacy complaints at 30 days).
03 / 04Taking it further
If you're not satisfied with our response, or haven't heard from us within the relevant timeframe, you can contact the Australian Financial Complaints Authority (AFCA), our external dispute resolution scheme.
For privacy-specific complaints that remain unresolved, you may also contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992.
Questions about this document? Contact OnFinance or call 0412 032 242.
Open now. Themy is in the office, so a call will usually get answered straight away.
After hours right now. Leave a message and Themy will get back to you fast, weekends included.Text 0412 032 242Email Themy
The other three
04 / 04