Complaints

Information for Clients who have a concern or complaint

At MyBudget, we are dedicated to providing a world-class service. We also accept that despite our best efforts, sometimes things can go wrong. When this happens, we are determined to make them right again.

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

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

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Making a complaint

How to make a complaint:

You can make a complaint by contacting us on the details provided above. To assist us in resolving your complaint as soon as possible, we would appreciate if you provide us with the following when making 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.

Download complaint guide in Easy Read format.

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 aim to resolve your complaint within 5 business days. If your complaint is particularly complex, more time may be required.

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:

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.