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
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.

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.

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.
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

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

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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.

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

Crisis and mental health support

Beyond Blue
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

1800 RESPECT
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).

13YARN
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.

Elder Abuse Helpline
Phone: 1300 651 192
Mon – Fri 9 am to 5 pm

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

Family Drug Support Line
Phone: 1300 368 186
24 hours a day. 7 days a week.

Gambling Help Online
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: 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.

FAQs

Is there a cost involved in making a complaint?

No. Our complaint resolution process is provided free of charge to you.

Will the information I provide be kept confidential?

Yes. It is protected by the same confidentiality and privacy standards that protect all of your personal information provided to and held by us.

Can someone else make a complaint on my behalf?

Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.

What if I need extra assistance in making a complaint?

MyBudget staff are trained to be able to assist you in the complaint process and are able to help guide you through what to expect. If you need additional assistance, please let us know, and we will accommodate you as best we can.