CreditReboot Complaint Handling Policy

At CreditReboot (GS-APAC Pty Ltd, ACL 532011), we take all complaints seriously.
Your feedback helps us improve our services and ensure we support you fairly, promptly, and respectfully.

What is a Complaint?

“An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
(Definition as per ASIC RG 271.27)

 

How to Make a Complaint

You can lodge a complaint with us by:

• Phone: (02) 7908 4069 (Mon–Fri, 9:00 AM–5:00 PM AEST)
• Email: support@creditreboot.com.au
• Post: GPO Box 1294, Brisbane QLD 4001
• Website Form: [Insert direct link to web form]

You can also ask someone (like a friend, family member, or representative) to complain on your behalf.

How We Handle Complaints

We follow a fair, respectful, and timely internal process:

Acknowledgement

We will acknowledge your complaint within 24 hours (or 1 business day) of receiving it (where possible).

Assessment & Investigation

We’ll carefully review the issue and may contact you for more details or clarification.

Response Time

We aim to provide a written response within 30 calendar days.
If we can’t respond in that time, we’ll let you know why and when you can expect a final reply.

Resolution

If we find a mistake or shortfall, we’ll fix it. This may include offering an apology, explanation, refund, or other appropriate action.

If You’re Still Not Satisfied

If you are unhappy with our final response or if 30 days have passed and you haven’t heard from us, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA):

• Website: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Mail: GPO Box 3, Melbourne VIC 3001

AFCA is a free, fair, and independent service for resolving complaints about financial firms.

Your Privacy

All complaints are handled confidentially and in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.
Your information will only be used to address your concerns unless you consent otherwise.

Commitment to Fairness

We are committed to treating all customers with fairness and integrity. We welcome all feedback and complaints as part of our continuous improvement and customer care.

If you have any questions about this policy or want to give feedback, please contact our support team.