If you have been impacted by COVID-19, we're here to help.

Home Feedback and Complaints

Feedback and Complaints

Our Complaints Process

If you’re not satisfied about something we’ve done, or perhaps haven’t done, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.

We aim to resolve your concerns in the first instance, so we ask that you contact our Resolutions Team in a stepped approach if you are still unsatisfied with the outcome.

Step 1
Contact our Resolutions Team

If you have a complaint regarding Collection House or one of our subsidiaries, please contact our Resolutions Team.

Email: [email protected]
Phone: 1800 173 355 or +61 7 3017 3355 if outside Australia
Mail: Resolutions Team PO Box 2247, Fortitude Valley QLD 4006

Step 2
Ask for an internal review

In most cases, complaints handled by our Resolutions Team are resolved without the need for further escalation. In circumstances where you remain dissatisfied with our internal dispute resolution process, you are entitled to raise your complaint to a higher level within the management structure of the Collection House Group, by contacting the Resolutions Team and asking for a review.

Step 3
Seek an independent review

If, despite our best efforts, you are still unsatisfied, you are entitled to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 67

Credit reporting bodies and your personal information

Credit reporting bodies are allowed under the Privacy Act and the Privacy Credit Reporting Code to handle personal information relating to credit.

Credit reporting bodies may include your personal information in reports that they provide to credit providers to assist those providers in assessing your credit worthiness (such as when you have applied for a loan from the provider).

Credit reporting bodies that Collection House deals with

Credit reporting bodies are allowed under the Privacy Act and the Privacy Credit Reporting Code to handle personal information relating to credit.

Credit reporting bodies may include your personal information in reports that they provide to credit providers to assist those providers in assessing your credit worthiness (such as when you have applied for a loan from the provider).

  1. Equifax – www.equifax.com.au
  2. Dun & Bradstreet/Illion – www.dnb.com.au
  3. Experian – www.experian.com.au

For contact details and information on how credit reporting bodies manage credit related personal information, please see their privacy policies available at the links above.

Credit reporting bodies offer a service to credit providers wishing to send direct marketing material about credit services to individuals. This is called “credit pre-screening”. You have the right to request that the credit reporting bodies do not use your information for this purpose. To opt out of credit pre-screening, contact the credit reporting body, using the contact details on their websites noted above.

You can also ask a credit reporting body not to use or disclose your personal information for a period if you believe on reasonable grounds that you have been or are likely to be a victim of fraud.

The Privacy Act and the Credit Reporting Code limit what we can do with the information we obtain from a credit reporting body. Generally, it can only be used in relation to the consumer credit products you hold through us. For example, if you fail to meet your payment obligations in relation to consumer credit, or commit a serious credit infringement, we may be entitled to disclose this to a credit reporting body.

You may request a copy of your personal information that we hold on file at any time using the Personal Information Request form.

Resolutions Team

Collection House Limited
PO Box 2247
Fortitude Valley BC 4006
Australia

Free Call 1800 17 33 55
Email [email protected]

PO Box 2247
Fortitude Valley BC 4006
Australia
Fax: +61 7 3831 6655

Keep exploring

Financial Difficulty

Documents you may read or use

Privacy Collection Notice 147 KB Credit Information Collection Notice 80 KB Privacy Policy 355 KB Credit Reporting Policy 166 KB Statement of Notifiable Matters 66 KB Personal Information Request Form 177 KB Credit Information Request Form 157 KB Modern Slavery Statement 124 KB Collection House International BPO Privacy Policy Australian Customers 355 KB Collection House International BPO Privacy Notice Philippine Customers 443 KB

Keep exploring

Corporate governance

Quick actions
Quick actions
Quick actions