Feedback and Complaints
How to give feedback and how we resolve complaints and disputes
At AHA Money we pride ourselves on helping you when you are in need, and that our loans meet your expectations. We value any feedback you have regarding how we are performing.
Get in contact with us. Your feedback helps us to improve. If you would like to share your positive experience with AHA Money or any of our staff members, please drop us an email or get in touch with us.
If our service does not meet your expectations, and you feel we can improve in certain aspects, please also get in touch with us, because we believe that only by listening to your feedback can we improve our processes and service.
How to get in touch with us
Internal Dispute Resolution Scheme
For any concerns or complaints about our services, please contact the AHA Global Customer Service team.
Phone: 1300 680 477 (Monday to Friday: 10am – 3pm)
We are committed to addressing any complaints in a timely and efficient manner. We will respond to a complaint promptly via email or phone call or respond to it as soon as practical. We may acknowledge a complaint verbally or in writing (either via email, phone call, or social media channels).
For credit-related complaints involving default notices and credit-related complaints involving hardship notices or requests to postpone enforcement proceedings, we will endeavour to respond to the complaint no later than 21 days after receiving the complaint. Exceptions apply if the credit provider or lessor does not have sufficient information to make a decision, or if they reach an agreement with the complainant.
You should explain the details of your complaints as clearly as possible. You can firstly verbally inform us about the complaint; however, while it is not necessary to lodge a complaint to us in writing, we do encourage you to lodge a complaint by writing to register the complaint either via email, sms or post, this is done in order to minimize any ambiguity in understanding. We must provide you with a response no later than 30 days after receiving the complaint, but we will try to resolve your complaint as soon as possible.
External Dispute Resolution Scheme
We do our best to resolve your complaint on the spot, but sometimes that may not be possible.
Here are a couple of steps to follow towards resolving an issue:
- Get in touch with one of our Contact Centre team members to help resolve your complaint. We aim to resolve complaints as quickly as possible.
- If you are not satisfied with the resolution you get from our Contact Centre team, you can have your complaint reviewed by AHA’s Internal Disputes Resolution (IDR) team by emailing us at firstname.lastname@example.org.
If you’re still concerned with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). Just a heads up that if you contact AFCA before your complaint has been reviewed by our internal dispute resolution team, they will refer you back to us. You can contact the AFCA by phone (1800 931 678), via their website (http://www.afca.org.au/) or write to them at:
Company Name: Australian Financial Complaints Authority
Phone Number: 1300 56 55 62
Member Number: 46681
Postal: Australian Financial Complaint Authority Limited (GPO Box 3 Melbourne Vic 3001)