Legal
Complaints Policy
Internal Dispute Resolution (IDR)
Fix My Credit File Australia
Fix My Credit File Australia is committed to managing complaints fairly, efficiently and promptly. This Complaints Policy explains how you can make a complaint, how we handle complaints, and how you can escalate the matter if you are not satisfied with our response.
This policy forms part of our Internal Dispute Resolution (IDR) process.
1. Who we are
| Trading name | Fix My Credit File Australia |
| Licensee / ACL holder | Jade Heather Taylor |
| Australian Credit Licence (ACL) | 538261 |
| ABN | 36 251 153 231 |
| AFCA membership number | 88964 |
| Address | 3 Dorall Street, Kippa-Ring QLD 4021 |
| Phone | 0418 519 871 |
| freedom@fixmycreditfileaustralia.com.au | |
| Website | https://fixmycreditfileaustralia.com.au |
2. What is a complaint?
A complaint is any expression of dissatisfaction made to us about:
- Our services or conduct
- Our fees or charges
- Our staff or representatives
- Our handling of your personal information
where you reasonably expect a response or resolution. You can make a complaint even if you have not used our paid services.
3. How to make a complaint
You can lodge a complaint with us in any of the following ways:
freedom@fixmycreditfileaustralia.com.au
Phone
0418 519 871
Fix My Credit File Australia
3 Dorall Street
Kippa-Ring QLD 4021
To help us resolve your complaint as quickly as possible, please provide:
- Your name and best contact details
- A description of what happened and why you are dissatisfied
- The outcome you are seeking
- Any relevant documents (emails, letters, screenshots or other records)
If you need assistance lodging a complaint (for example, because of disability, language, or access issues), please tell us and we will help where we reasonably can.
4. Our complaints handling process
4.1
Acknowledgement
We will acknowledge your complaint as soon as practicable after receiving it (generally within 24 hours).
4.2
Investigation
We will review the relevant information and may contact you to clarify details or request further information. We aim to handle complaints objectively. Where appropriate, we may:
- Request information from relevant third parties (where authorised)
- Review our records and communications
- Propose resolution options
4.3
Response
We will provide you with a written response setting out:
- The outcome of our investigation
- The reasons for our decision
- Any remedy or steps we will take (if applicable)
5. Timeframes
30 calendar days
Our target for providing a final written response to most complaints.
We will aim to resolve complaints as soon as possible. If we cannot provide our final response within 30 days, we will write to you to explain the reasons for the delay and tell you when we expect to provide our final response.
6. Possible outcomes
Depending on the circumstances, outcomes may include:
- An explanation and/or apology
- Corrective action or service remediation (where appropriate)
- A change to our processes
- Other outcomes agreed with you
7. Escalation — AFCA (External Dispute Resolution)
If you are not satisfied with our final response, or if we do not provide a final response within the required timeframe, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.
| Our membership no. | 88964 |
| Online | www.afca.org.au |
| info@afca.org.au | |
| Phone | 1800 931 678 |
| Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
8. Privacy-related complaints
If your complaint relates to privacy or credit reporting information, you may also be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you are not satisfied with our handling of your complaint.
OAIC — Office of the Australian Information Commissioner
9. No detriment
We will not treat you unfairly or take adverse action against you because you have made a complaint.
10. Record keeping and continuous improvement
We keep records of complaints (including outcomes) and use them to improve our services and processes.
11. Changes to this policy
We may update this Complaints Policy from time to time. The current version will be published on our website with the updated effective date.
12. Contact
If you have any questions about this Complaints Policy, contact us using the details in section 1 above, or: