Complaints
Information for Clients who have a concern or complaint
We really appreciate it when our clients let us know if they have a problem or complaint, so we can resolve the problem and ensure a better experience for our clients next time. You can contact us 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
Email Enquiry
Supporting documentation can be provided to MyBudget following submission of your email request.
Making a complaint
How to make a complaint:
- details of your experience giving rise to the complaint;
- how you would like the complaint resolved; and
- any documents or information you consider relevant.
Our making a complaint guide is available in Easy Read format. This presents important information in a way that is very easy to understand. This helps people with communication needs, including people with disability, people who use English as a second language or people who have difficulty reading.
When you make a complaint to us, we will:
- acknowledge receipt of your complaint;
- work with you to try and resolve your complaint as soon as possible;
- keep you informed of our progress as we investigate your concerns; and
- provide you with our final response within 30 days or as required by law.
Resolving complaints:
We will act fairly and reasonably towards you in a consistent and ethical manner. In doing so, we will consider your conduct, our conduct and the terms of your MyBudget Agreement. This may mean that during the course of our investigation, further information may be requested from you to assist with our consideration.
What if you remain unsatisfied:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001
E: info@afca.org.au
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.