Complaint Policy

CreditReboot Complaint Handling Policy

At CreditReboot (GS-APAC Pty Ltd,), 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

If you’re unhappy with our service, please contact us so we can address your concern and open an Internal Dispute Resolution (IDR) case.
We’ll provide you with a reference number and may ask for supporting evidence so we can investigate and resolve the issue.

• 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

We aim to provide a response to all complaints within 30 calendar days.

How We Handle Complaints

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

     1. Acknowledge & register
                   We’ll acknowledge your complaint, open an Internal Dispute Resolution (IDR) case, and give you a reference number.

     2. Understand the issue
                   We’ll review your concerns and may ask for supporting evidence so we can investigate thoroughly.

                  A dedicated team member will assess the facts and keep you informed of progress and next steps.

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

                  We aim to provide a written outcome within 30 calendar days, explaining what we found and any actions we’ll take.

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.

Free Alternatives
Free and independent financial counselling is available through the National Debt Helpline (1800 007 007) and ASIC’s Moneysmart (moneysmart.gov.au).

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