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Dispute Resolution Policy

Cash Smart is committed to a fair and prompt resolution of any disputes or complaints.

Please let us know any concerns you may have promptly because a conversation on the telephone means Cash Smart can learn how to serve you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation. It is recommended that you initially make contact with the branch you have been dealing with. If you feel the issue is not being resolved satisfactorily you can:

Contact the customer service manager by:

  • Email at info@cashsmart.net
  • Fax on (07) 3818 0644
  • Mail to our postal address- PO Box 40, Goodna, 4300, QLD.

If you have chosen to email, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint.

The customer service manager will assist you with handling the complaint and will advise if any further information is needed. The customer service manager will liaise with managers and staff at Cash Smart to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision.

If you are not satisfied with the result of your complaint, and it relates to a credit product, you may wish to contact the Australian Financial Complaints Authority (AFCA)

Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint.

If we are unable to resolve the complaint within 45 days from the initial complaint we will:

  1. Inform you of the reasons for the delay;
  2. Specify a date when a decision can be reasonably expected; and
  3. Notify you of your right to contact the Australian Financial Complaints Authority (AFCA).

All complaints will be processed at no charge to you.

Australian Financial Complaints Authority (AFCA)

GPO Box 3, Melbourne, VIC 3001.

Online: www.afca.org.au    Email: info@afca.org.au

Phone: 1800 931 678 (free call).