Sometimes things don’t go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns you have quickly and fairly. Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you’re still not satisfied.
We’re here to help.
Step 1:
Most complaints can be resolved on that same call or within a few days of letting us know. Get in touch with our humm loan Customer Support Team on:
Phone: 1300135504 (Mon – Sat: 9:00am – 6:00pm AEST Sun: closed)
Online: Complaints Form
Step 2:
In the event your complaint is not resolved, just let us know and we’ll escalate your matter to the Complaints Team, who will be in contact with you to discuss your complaint further.
Alternatively, you can contact the Complaints Team directly:
Telephone: 1300 858 608 (Mon-Fri 9am-6pm AEST, select option 5)
Post: Locked Bag 5005, Royal Exchange, Sydney NSW 1225
Step 3:
If you remain dissatisfied, we’ll refer the complaint to Group Customer Relations, who will work with you towards a mutually satisfactory resolution.
If you lodge a complaint, we will acknowledge your complaint within 1 business day (or as soon as reasonably practicable if your complaint is received outside of business hours) and contact you for an initial discussion within 5 business days, unless we have resolved the complaint earlier.
We aim to resolve most complaints during the initial discussion. However, some complaints may require further investigation before we can provide an outcome. If further investigation is required, we’ll keep you informed of our progress and provide you with a final written response within 30 Days (21 Days if the complaint relates to Hardship).
In the event of a delay where a final response is not possible within 30 days (21 days for hardship), we’ll be in touch with the reason for the delay and to give you a date when you should expect to receive it.
In Australia, you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
We will do everything we can to resolve your complaint quickly and fairly so it’s important that you raise your issue with us before going to AFCA. In fact, AFCA will encourage you to work with us first, before commencing their investigation.
You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Visit oaic.gov.au
