§ Feedback & Complaints

Tell us when we get it wrong.

If something about your plan, our service, or the way we’ve handled your details isn’t sitting right, we want to know. Below is how to raise it, how quickly we’ll respond, and what to do if you’re not satisfied with our response.

§01 · Talk to us first

The fastest route is directly.

Most concerns are resolved in a single conversation. Pick whichever channel suits you — every complaint is recorded and reviewed regardless of how it reaches us, including by phone, email, social media, an informal message, or during a support call.

Phone
1300 000 000Mon–Fri, 9am–5pm AEST
Mail
Complaints Officer
Hardship Hub Pty Ltd
[Registered office address]
Australia
In writing via the app
Logged-in customers can submit a complaint from the portal at any time — it lands directly with our Complaints Officer.
§02 · Our process

What happens after you tell us.

  1. 01

    Acknowledge (within 1 business day)

    We'll confirm we've received your complaint in writing and give you a reference number. If you'd prefer a phone call, say so and we'll call.

  2. 02

    Investigate

    Your complaint goes to our Complaints Officer. They review your file, speak with anyone on our side who's been involved, and look at the creditor correspondence if relevant.

  3. 03

    Respond in writing (within 30 days)

    We aim to respond well inside 30 calendar days — which is the maximum window required under ASIC Regulatory Guide 271 for financial services complaints. For simple matters, most people hear back in under a week. Our final written response will set out the outcome, our reasons, your right to escalate to AFCA, and AFCA's contact details.

  4. 04

    Resolve or escalate

    If we can make it right, we will. If our response doesn't resolve it for you, we'll explain your escalation rights — including to AFCA — and support you through that process.

§03 · AFCA

If you’re not satisfied.

The Australian Financial Complaints Authority (AFCA) is the free, independent external dispute resolution scheme for financial services in Australia. If our final response doesn’t resolve your complaint, you can take it to AFCA at no cost to you.

You can also lodge with AFCA directly if we haven’t responded within 30 days, or at any earlier point — it’s your choice.

AFCA has time limits for lodging a complaint (generally 6 years from when you first became aware of the loss, and within 2 years of our final written response). Check afca.org.au or call AFCA for the exact rules for your situation.

Phone
1800 931 678Free call
Mail
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
§04 · Extra support

If you need help making a complaint.

If you’re experiencing vulnerability — financial abuse, language barriers, disability, remote location, recent trauma — tell us, and we’ll meet you where you are. You can ask a friend, family member, financial counsellor, community worker, or anyone you trust to speak with us on your behalf (we’ll confirm authority with you).

If you need a free financial counsellor, call the National Debt Helpline on 1800 007 007 — they’re independent of us and give confidential advice.

If English isn’t your first language, the Translating and Interpreting Service (TIS National) on 131 450 can connect us on a three-way call in your preferred language at no cost to you. We can also provide our written responses in large print on request.

Want to talk about something else?

General questions go through our contact page.

Contact us