Complaints Policy

Complaints Policy

This policy provides information about OpenAgent’s internal dispute resolution (IDR) process.

OpenAgent Pty Ltd ACN 161 595 679 (we, us, our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.

We understand that when you use our website, products or services, you are trusting us to handle your data and deal with you respectfully and appropriately.  As a result, you need access to relevant information.  

Our Privacy Policy sets out how we collect, use, disclose and manage personal information in connection with any use of our products and services, including our website. It is available here.

Our Terms of Use set out the rules which apply to using our website(s), including any microsites and mobile websites, as well as any mobile applications operated by or on behalf of OpenAgent Pty Ltd. You can access it here.

Our IDR service is provided to you free of charge.

How you may lodge a complaint

We encourage you to speak to us about your complaint directly. Please provide as much information as possible, with any supporting documentation if relevant. This will help us to resolve your complaint as quickly as possible.

You can lodge complaints by contacting our Complaints Officer, by:

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing.

In order to assist complainants who might need additional assistance to lodge a complaint, we:

(a) offer multiple methods for ludging complaints, email, or online;

(b) do not require complaints to be in writing;

(c) ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages and formats (including large print and audiotape). If you require this information to be provided in a different language or format, please contact us;

(d) allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal represnetatives, family members and friends.

Dealing with complaints

Our process for dealing with complaints is as follows:

1. Acknowledgement:  We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.

2. Assessment and investigation:  We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.

3. IDR response:  We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to a court if you are not satisfied with the IDR response.  If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.

Response timeframes

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply.

  • Credit-related complaints involving default notices:  No later than 21 calendar days after receiving the complaint;
  • Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings:  No later than 21 calendar days after receiving the complaint.  Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:

(a) resolved the complaint to your satisfaction; or

(b) given you an explanation and/or apology we can take no further action to reasonably address your complaint.

However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:

(a) the complainant requests a written response; or

(b) the complaint is about hardship.


If you are unsatisfied with our response in relation to a credit reporting complaint, you may complain to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Our Membership Number is 86215.

Australian Financial Complaints Authority

Address:Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Phone:1800 931 678

Office of the Australian Information Commissioner

If you are unsatisfied with our response to your complaint, you may complain to the Office of the Australian Information Commissioner (OAIC). Before you may make a complaint to the OAIC, the OAIC requires any complaint must first be made to us, and allows 30 days for us to deal with your complaint.

Address:Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001
Phone:1300 363 992