How to make a complaint
You can complain by calling 13 SAVE (137 283), emailing hello@emoneyhomeloans.com.au or resolutions@emoneyfinance.com.au, or writing to the Chief Resolutions Officer, Emoney Pty Ltd, PO Box 3485, Robina Town Centre QLD 4230. If you are overseas, call +61 7 5617 2196.
A complaint is any expression of dissatisfaction where a response or resolution is expected. You do not need to use the word 'complaint', complete a special form, or first raise the matter another way. There is no charge to make or have Emoney deal with a complaint.
Tell Emoney what happened, the outcome you are seeking and how to contact you. Do not send identity or financial documents by ordinary email unless Emoney confirms a secure method.
What Emoney will do
Emoney will record the complaint, acknowledge it promptly, investigate fairly, keep you informed where appropriate and provide an internal dispute resolution response within the timeframe that applies.
For most standard credit complaints, a written response is generally required within 30 calendar days. Shorter or different timeframes can apply to some hardship, default-notice, superannuation or other complaint types. If Emoney cannot respond within the applicable timeframe, it should explain the delay and tell you about your right to go to AFCA.
For a complaint about personal information or credit reporting, contact the Privacy Officer at privacy@emoneyfinance.com.au. Privacy complaints are also handled under the Privacy Act, applicable credit-reporting rules and Emoney's privacy policy.
Australian Financial Complaints Authority
If you are not satisfied with Emoney's response, or Emoney does not respond within the applicable timeframe, you may be able to complain to the Australian Financial Complaints Authority. AFCA is a free and independent external dispute resolution service.
Contact AFCA at afca.org.au/make-a-complaint, info@afca.org.au, 1800 931 678 (weekdays, 9 am to 5 pm AEST/AEDT), or GPO Box 3, Melbourne VIC 3001. AFCA will confirm whether the complaint is within its jurisdiction and applicable time limits.
Privacy complaints and support
Privacy matters may also be raised with the Office of the Australian Information Commissioner at oaic.gov.au, 1300 363 992, or GPO Box 5288, Sydney NSW 2001. The OAIC will generally expect you to complain to Emoney first and allow reasonable time for a response.
If you need an interpreter, accessibility support or another reasonable adjustment to make a complaint, tell Emoney when you contact the team. AFCA also offers interpreter and National Relay Service support.