Complaints
Please tell us about your concern so that we can assist you in resolving any concerns you may have. Ensure you provide us with as much detail as you can, including dates, times, and key events.
Phone: 1300 350 525 or +612 8288 2062 if outside Australia
Online: Log in and chat with us about your problem or make an online complaint here.
Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you.
- If your complaint is not resolved within 21 days, we will write to you to provide you with an update and an explanation for the delay.
- Under exceptional circumstances it may take up to or more than 30 days to resolve your complaint. If this happens, we will write to you to provide a further update.
- We take into consideration any timeframes for responding to complaints or disputes as set out in relevant legislation, regulatory guidelines, or industry code of conduct.
The first thing to do is talk to one of our consultants about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not, escalate it to a case manager within our Customer Relations Unit. Our Customer Relations Unit is contactable by:
Email: customerrelations@cards.koganmoney.com.au
Phone: 1300 350 525 or +612 8288 2062 if outside Australia
Mail: Customer Relations Unit, GPO Box 204, Sydney, NSW 2001
If you feel the dispute resolution process was not fair, you remain unhappy with the outcome, or your complaint is not resolved within the appropriate timeframes you can contact the Australian Financial Complaints Authority (AFCA).
AFCA offers an independent dispute resolution process to individual customers who have been through our internal complaints process.
Online: www.afca.org.au
Phone: 1800 931 678 (free call) or Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001
