Complaints

Here at Payday Loans, we work hard to make sure our service is top knotch so that you
never need to complain – but we’re not perfect. Sometimes we make mistakes. If you do have
a complaint, please let us know. We want to…

• Make it simple for you to tell us what your complaint is
• Give your complaint our wholehearted attention
• Resolve your complaint as quickly as possible
• Ensure you’re satisfied with your complaint resolution

If we can’t resolve your complaint to a level you are satisfied with, Payday Loans
has voluntarily joined the Credit Ombudsman Service Limited. The Credit Ombudsman is
available to make impartial and binding decisions in these circumstances.

Please note – if you contact COSL prior to Payday Loans providing you with a final
response as detailed below, COSL will refer you back toPayday Loans.

How and where to complain

If you are unhappy with any part of our service, you can tell us about it in any of these ways:

• Phone us – 1300 327 828
• Write to us- The Complaints Contact Person, Payday Loans, PO Box 3592, Australia Fair, Queensland 4215
• Email us – info@paydaycashloan.com.au
• Fax us – (07) 5591 7616

Please note that additional personal information should not be included in email messages
for security reasons. We will respond to you in writing.

When will I hear back from Payday Loans?

We will acknowledge receipt of your complaint immediately and our initial assessment will
be complete within three business days. Payday Loans has up to 45 days to respond to
your complaint under the Internal Dispute Resolution Policy, however we will aim to provide
our final response within five business days. Payday Loans will maintain regular contact
with you by phone and or email so that you know:

• Who is handling your complaint
• When we will next contact you
• The status of your complaint and how it is progressing
• Any additional information needed to help us with our assessment of your complaint

If you are unhappy with the way your complaint is
managed, you can refer the complaint to The Credit
Ombudsman Service

Payday Loans aim to resolve all complaints internally. However, if you are unhappy
with our suggested resolution, or we were unable to resolve it within 45 days of the initial
complaint, you can refer your complaint to the Credit Ombudsman Service Limited (COSL).

COSL is an external dispute resolution scheme which exists to provide an impartial solution
to its members and their customers who are unable to resolve complaints or disputes
internally.

The scheme is free to our customers and the Ombudsman’s decisions are binding.

For more information on COSL please visit the COSL website
www.creditombudsman.com.au or call them directly on 1800 138 422