Client Complaint Resolution Process & Support Guide | MyBudget
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Client Resolutions and Compliments

Information for Clients who have a concern, complaint or simply would like to acknowledge a team member

At MyBudget, we aim to provide you with world-class service every time. We know that occasionally things may not go as planned. When issues occur, we’re here to address them promptly and effectively. We also want to ensure that our staff get praised when things go well, so we want to provide an easy platform for you to let us know about great service.

Our commitment to resolving complaints extends past fixing the immediate problem; we’re also dedicated to learning from these experiences to continuously improve our service and prevent similar issues in the future. Your satisfaction is paramount, and we’ll work tirelessly to ensure it.

We truly value your feedback at MyBudget. If you’re ever dissatisfied with our services, please let us know. We see your concerns as valuable insights that help us improve and ensure your satisfaction. It’s our chance to make things right and rebuild any lost trust

Our staff are dedicated to facilitating your complaint. They’re trained to assist and support you through the process. Please let us know if you need additional assistance, and we will accommodate you as best we can.

When you raise a complaint with us, we will ensure your concerns are treated with respect and fair consideration. We take any concerns seriously and will work with you to understand your concerns to ensure a fair and reasonable resolution.

 

Our Commitment to Client Resolutions

When you make a complaint to us, we will:

  • Acknowledge we have received your complaint;
  • Work with you to try and resolve your complaint as soon as possible;
  • Keep you informed of our investigation progress; and
  • Provide you with our final response within 30 days or as required by law.

Resolving complaints:

  • We will try to provide you with a resolution within 5 business days. If your complaint is complex, more time may be required.
  • We will act fairly and reasonably when resolving your concerns. We will be consistent and ethical in our approach to a resolution. To provide you with a resolution, we will investigate our service, your actions, and the terms of your MyBudget Agreement.
  • To assist you with a resolution, we may require you to provide further information.

Making a Complaint guide

Our Making a Complaint guide is available in Easy Read format. This presents important information in a way that is easy to understand. We value all client complaints and therefore have created this guide to include people who may need some help understanding our complaint policy. This may include people with a disability, people who use English as a second language or people who have difficulty reading.

Download the Making a Complaint guide in Easy Read format.

You can raise your concerns or a complaint by calling 1300 300 922, or via a secure web message sent through the client web portal or MyBudget app. Additionally, you can write to us at:

MyBudget Pty Ltd
122 Frome Street
Adelaide SA 5000

Making a Complaint

To aid us in resolving your concerns as soon as possible, we would appreciate it if you provide us with some information when you make a complaint:

  • the details of your experience which gave rise to your complaint;
  • what the resolution you are seeking is; and
  • any documents or information you consider relevant.
Submit a complaint

Giving a Compliment

We also know how important recognising great service is. If you would like to recognise a team member who has provided great service please fill out the below form.

Give a compliment

Email enquiry

Supporting documentation can be provided to MyBudget following submission of your email request.

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Available Support

We understand finances can be a cause of stress and we are here to help. If you are feeling overwhelmed, we recommend reaching out to some of these amazing organisations that specialise in providing support when you need it most.

  • Phone: 13 11 14
    24 hours a day. 7 days a week.
    Online chat available via the website.

  • Available 24/7 to call and talk to a counsellor on 1300 224 636
    Or visit beyondblue.org.au/getsupport to chat with a counsellor online

  • Phone: 1800 737 732
    24 hours a day. 7 days a week.
    Online chat available via the website.
    If you need information, counselling and/or support for Domestic Violence (including putting together a safety plan).

  • Phone: 13 92 76
    24 hours a day. 7 days a week.
    National crisis support line for mob who are feeling overwhelmed or having difficulty coping. Confidential one-on-one yarning with a Lifeline-trained Aboriginal & Torres Strait Islander Crisis Supporter.

  • Phone: 1300 651 192
    Mon – Fri 9 am to 5 pm

  • Phone: 1300 789 978
    24 hours a day. 7 days a week.
    Online chat available via the website.

  • Phone: 1300 368 186
    24 hours a day. 7 days a week.

  • National Gambling Helpline
    Phone: 1800 858 858
    24 hours a day. 7 days a week.
    Online chat available via the website.

What if you remain unsatisfied:

If you do not agree with our decision or handling of your complaint, you can contact the AFCA scheme at:

Australian Financial Complaints Authority Limited

GPO Box 3
Melbourne, VIC 3001
E: [email protected]
Ph: 1800 931 678
W: www.afca.org.au

AFCA is an external dispute resolution scheme that can review your complaint against MyBudget if it falls within its Rules. You should contact AFCA for details about its Rules.

FAQs

  • No. MyBudget’s complaint and dispute resolution process is completely free. You can make a complaint or request a review at no cost, and our team will work with you to resolve the issue through our internal complaints procedure.

  • Yes. All information you provide during the complaint process is protected under the same privacy, confidentiality and data-security standards that apply to all personal information held by MyBudget.

  • Yes. Another person can lodge a complaint for you, but MyBudget will need written authorisation confirming that you have approved them to represent you and communicate on your behalf during the complaint process.

  • MyBudget staff are trained to guide you through the complaint process and explain what to expect. If you need additional help or extra support, let us know and we will provide assistance to make the process as easy as possible for you.