Complaints

At Wipe Credit Clean, we want every client to feel they were treated fairly and honestly. If something hasn't gone the way you expected, please tell us. We take every complaint seriously, and your feedback helps us improve.

Making a complaint is free and won't affect the service you receive from us.

Step 1: Contact us

Please contact us first so we have the chance to fix it.

Please tell us:

  • Your name and contact details

  • What your complaint is about

  • What you'd like us to do to fix it

  • Any documents or emails that help explain the issue

If you need help making your complaint, just ask and we'll help you. You can also have a friend, family member, financial counsellor or other representative contact us for you.

Step 2: What happens next

  1. We'll acknowledge your complaint within 14 business day, or as soon as we can.

  2. We'll look into it. We'll review your file, talk to our team and contact you if we need more information.

  3. We'll give you our final response within 30 calendar days. If we need more time, we'll let you know before the 30 days are up.

Step 3: If you're still not satisfied

If you're not happy with our response, or we haven't responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free, fair and independent complaint service. Wipe Credit Clean is an AFCA member, member number 83053.

  • Phone: 1800 931 678 (free call)

  • Email: info@afca.org.au

  • Website: www.afca.org.au

  • Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are time limits for taking a complaint to AFCA, so it's best to contact them promptly. You can find more details on the AFCA website.

Privacy complaints

If your complaint is about how we've handled your personal information, contact us first using the details above. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at www.oaic.gov.au. See our [Privacy Policy] for more information.

Need extra help?

  • Interpreter: call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us.

  • Hearing or speech impaired: contact us through the National Relay Service at www.accesshub.gov.au.

  • Free financial counselling: call the National Debt Helpline on 1800 007 007 or visit ndh.org.au.

Contact Us