ASIC RG 271 compliant · AFCA Member 114832

Complaints & Dispute Resolution

If you are not satisfied with our service or a decision we have made, please tell us. This page explains how to make a complaint, how we will respond, and your free right to escalate to the Australian Financial Complaints Authority (AFCA).

We want to know if you're not happy. Most complaints can be resolved quickly. The fastest way to raise an issue is to call us on 1300 998 168 or email support@clearmydebts.com.au. Putting your concerns in writing helps us investigate, but we will accept complaints made by phone or in person too.

1. Our commitment

Clear My Debts Australia Pty Ltd is committed to resolving complaints fairly, quickly and free of charge. Our internal dispute resolution (IDR) procedure complies with ASIC Regulatory Guide 271 — Internal Dispute Resolution.

2. How to make a complaint

You can make a complaint by any of these methods:

Phone	1300 998 168 (Mon–Fri 9am–5pm AEST)
Email	support@clearmydebts.com.au — please put "Complaint" in the subject line
Post	The Complaints Officer, Clear My Debts Australia Pty Ltd, 311 Hume Highway, Liverpool NSW 2170
In person	Call us first to arrange a meeting at our Liverpool office

You can have someone else (such as a family member, friend, financial counsellor or lawyer) make the complaint or act for you. Tell us if you need an interpreter, accessibility support, or other assistance — we will arrange it at no cost.

3. What we'll do when you complain

Acknowledge: We will acknowledge your complaint within 1 business day (or as soon as practicable).
Investigate: A senior staff member who was not directly involved will review your complaint, gather the relevant information, and identify the issues.
Update: If we need more than 5 business days to respond, we will keep you informed of our progress.
Respond: We will give you a written final response setting out the outcome of our investigation, the reasons for our decision, and your right to escalate to AFCA. We will do this:
- Within 21 calendar days for complaints about a hardship notice, a default notice, or a request to postpone enforcement proceedings;
- Within 30 calendar days for all other complaints.

If exceptional circumstances mean we cannot respond within those timeframes, we will write to you before the timeframe expires, explain why, and tell you about your right to take the complaint to AFCA.

4. Free external review — AFCA

If you are not satisfied with our final response, or we do not respond within the timeframes above, you can refer your complaint free of charge to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent dispute resolution for financial services complaints. Its decisions are binding on us if you accept them.

Online	www.afca.org.au
Email	info@afca.org.au
Phone	1800 931 678 (free call within Australia)
Post	Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Our AFCA member number	114832

AFCA can consider most complaints about credit assistance and debt management services. There are some time limits — generally you must lodge your complaint with AFCA within 2 years of receiving our final response. Tell AFCA about any urgent or hardship circumstances when you lodge.

5. Free financial counselling

At any time during a complaint — or instead of using our paid service — you can get free, independent financial counselling from the National Debt Helpline on 1800 007 007 or at ndh.org.au.

6. Privacy complaints

If your complaint is about how we handle personal information or credit information, please see section 10 of our Privacy Policy. You can also complain directly to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

7. Records and reporting

We keep records of all complaints in accordance with ASIC RG 271 and report systemic issues and complaint data to ASIC and AFCA as required. Complaint records are kept for at least 7 years.

Version

Version 1.0 — issued 10 March 2026.