Skip to main content

Complaints Process

If something has gone wrong, we want to hear from you and put it right as quickly as possible.

We are committed to providing a high standard of service. If we have not met our obligations, or you have a complaint about any aspect of our service, please let us know. We will deal with your complaint promptly, thoroughly, and fairly.

Step 1: Contact Us Directly

In the first instance, please raise your concern with us so we can work towards a resolution:

Step 2: Escalate to Our Licensee

If your complaint is not resolved to your satisfaction, you may escalate it to our licensee, ratesonline.com.au Pty Ltd (trading as Freedom Aggregation, Australian Credit Licence 384404):

They will acknowledge your complaint and work with us to resolve it. You may also take your complaint to AFCA free of charge as set out below.

We may ask for additional information or request that you put your complaint in writing to ensure your issue is properly investigated. In cases where your complaint will take longer to resolve, we will update you progressively.

Our Internal Timeframes

Our Complaints team will acknowledge receipt of your complaint within 5 business days. If we are unable to resolve the complaint to your satisfaction within 5 business days, we will write to you advising the procedures we will follow in investigating and handling your complaint.

Within 30 calendar days of the date on which you lodged the complaint, we will write to you advising the outcome of our investigation and the reason(s) for our decision, or, if required, we will inform you that more time is needed to complete the investigation.

Third Party Products or Services

If your complaint relates to a product or service acquired through a third party (for example, a lender), we may ask you to contact the relevant third party directly. They will deal with your complaint under their own complaint resolution process. If you are not satisfied with the resolution of your complaint by the third party, you are entitled to have your dispute considered by the Australian Financial Complaints Authority.

Step 3: External Dispute Resolution (AFCA)

If you do not think we have resolved your complaint to your satisfaction, you may take the matter, free of charge, to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme.

You may also refer the matter to AFCA at any time, but if our internal process is still in progress, AFCA may request that our internal processes be completed before considering the matter further.

What to Include in Your Complaint

To help us investigate your concern efficiently, please provide:

  • Your full name and contact details;
  • A description of what happened and when;
  • The outcome you are seeking; and
  • Copies of any relevant documents or correspondence.