If you are unhappy with our service, our staff, our fees or the way we have handled your personal information, we want to hear about it. Making a complaint is free.
How to make a complaint
- Phone: 1300 351 008 (Monday to Friday, 9am to 5pm Sydney time)
- Email: complaints@debtneg.com.au
- Post: Complaints Officer, Debt Negotiators, PO Box 200, Bankstown NSW 1885
- In person: Suite 9/39 Stanley Street, Bankstown NSW 2200
- Online: use the form below
You can complain in whatever way suits you. Someone else, such as a family member, friend, financial counsellor or advocate, can make a complaint for you with your permission.
What happens after you complain
- We will acknowledge your complaint within one business day of receiving it, or as soon as practicable.
- We will look into it fairly, keep you informed, and ask you for any information we need.
- We will give you our final response in writing within 30 calendar days. If we cannot respond within that time, we will tell you why and let you know that you can take your complaint to the Australian Financial Complaints Authority (AFCA).
If you need help to make a complaint
- If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on 1300 351 008.
- If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au.
- Free, independent financial counselling is available from the National Debt Helpline on 1800 007 007 or at ndh.org.au.
If you are not satisfied with our response
You can contact AFCA, a free and independent external dispute resolution scheme. Our AFCA membership number is 25029. You can also go to AFCA if we have not resolved your complaint within 30 days.
Australian Financial Complaints Authority (AFCA)
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If your complaint is about our conduct as a registered debt agreement administrator, you can also contact the Australian Financial Security Authority (AFSA).
Australian Financial Security Authority (AFSA)
- Website: www.afsa.gov.au
- Phone: 1300 364 785
- Post: Australian Financial Security Authority, GPO Box 1550, Adelaide SA 5001
- How to lodge a complaint: afsa.gov.au/about-us/complaints-and-reviews/how-lodge-complaint
If your complaint is about privacy and you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au.
Last reviewed and updated: 17 October 2026
