Dispute Resolution

Disputes or complaints 

What to do if you have a dispute or complaint?

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly, and fairly.

How to make a complaint and the complaint process?

If you have a complaint, we request you follow these steps:

  1. In the first instance, please contact your credit assistance provider.
  2. If your complaint has not been resolved to your satisfaction within 5 business days, please contact our Complaints Area as detailed below:
  • Telephone: (03) 7009 0767 Monday to Friday 9am to 5pm (AEST)
  • Email: [email protected]
  • Mail: RPS Energy Finance Pty Ltd, Suite 32, 195 Wellington Road, Clayton VIC 3168
  • We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.
  1. In cases where your complaint will take longer to resolve, we will update you progressively.

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. They will deal with your complaint under their complaint’s resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaint’s resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Keeping you informed

Our Complaints Area will acknowledge receipt of your complaint within 24 hours. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.

Within 30 calendar days from the date, you lodged the complaint with us, we will write to you advising you of the outcome of the investigation and the reason/s for our decision, or if required, we will inform you more time is needed to complete the investigation.