Our commitment
Credit Connect Group is committed to providing high-quality services and resolving complaints fairly and promptly.
This complaints process applies to clients of Credit Connect Group. While our services are generally provided to wholesale investors, we are committed to addressing all complaints in
a fair and transparent manner.
If you are not satisfied with our products or services, we encourage you to contact us so we can work with you to resolve your concerns.
How to make a complaint
You can make a complaint by contacting us using any of the following methods:
Phone: 1300 795 507
Email: [email protected]
Address: Credit Connect Group PO Box 3574 Robina Town Centre QLD 4230
You may also submit a complaint through our website contact form.
If you are appointing someone to act on your behalf, we may require written authority from you before dealing with your representative.
Our aim is to resolve your complaint promptly and fairly. You should receive acknowledgement of your complaint within one business day (or as soon as practicable). Please provide us your preferred method of communication when contacting us.
We will attempt to resolve your complaint to your satisfaction at the time or within five business days of receipt. You may be requested to provide supporting documentation or additional information to assist us in resolving your complaint.
Where further assessment and investigation is required to resolve a complaint, we will provide a written response within 30 calendar days.
External dispute resolution
If your complaint is not resolved to your satisfaction, or we do not respond within the required timeframe, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.
AFCA contact details:
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Please note that AFCA’s ability to consider complaints is subject to its rules and eligibility criteria and may not apply in all circumstances.
If your complaint relates to how we handle your personal information, please refer to our Privacy Policy.
The Australian Securities & Investments Commission (ASIC) also has a free call information line on 1300 300 630 which you may use to make a complaint or obtain information about your rights.
Accessibility and support
We are committed to ensuring our complaints process is accessible to all clients. If you are deaf or have a hearing or speech impairment, you can contact us via the National Relay Service (NRS), an Australia-wide government initiative that provides phone and internet relay services. The NRS is available at no additional cost. Further information is available on
the NRS website.
If you require additional assistance or have any questions regarding our dispute resolution process, please contact us.