Complaints Procedure

We take complaints seriously. If we have fallen short of the standard you expect, we want to know — and we want to make it right. Our complaints process is designed to be straightforward and to reach a resolution as quickly as possible.

If you have a complaint, please contact us in the first instance:

• Email: assist@assistloans.com.au
• Phone: (07) 3872 6747
• Post: PO Box 998, Lutwyche QLD 4030

Please provide your name, contact details, a description of the issue, and what outcome you are seeking. We will acknowledge your complaint within two business days and aim to provide a substantive response within 21 days.

If you are not satisfied with our response, or if 45 days have passed without resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

• Website: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Post: GPO Box 3, Melbourne VIC 3001

AFCA is an external dispute resolution scheme approved by ASIC. Their service is free to consumers.

Assist Loans is authorised under BLSSA Pty Ltd ACN 117 651 760, Australian Credit Licence 391237. Russell Hall holds credit representative number CRN 554892.