Our Complaints Process
Collection House Limited takes complaints and disputes seriously and will attempt to resolve your concerns wherever possible.
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 931 678 or +61 7 3017 3355 if outside Australia
Mail: Resolutions Team
GPO Box 4475
Sydney, NSW, 2001
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 931 678
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).
- Equifax – www.equifax.com.au
- Illion – www.illion.com.au
- 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.
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