Raise a complaint with us
If you have a complaint, email gagan@aumoneygroup.com with your name, preferred contact details, a short description of the issue and the outcome you are seeking. You can also call AU MONEY GROUP on (03) 9034 1448. Please avoid sending identity documents, passwords or account credentials in an initial email. We may contact you if we need further information to understand or resolve the complaint.
Our internal dispute-resolution process
We aim to deal with complaints fairly and promptly, acknowledge receipt, consider the information available and explain the outcome. Where an IDR response is required, standard complaints generally require a response within 30 calendar days of receipt. Some credit complaints, including certain hardship or enforcement-related matters, have different or shorter timeframes. If a permitted delay exception applies because a complaint is particularly complex or circumstances beyond the responsible firm's control prevent a timely response, the required notice must be provided before the response deadline, explaining the delay and giving AFCA rights and contact details. A delay does not remove your right to contact AFCA. A response timeframe is not a guarantee that a complaint will be resolved to your satisfaction.
Australian Financial Complaints Authority
If you are not satisfied with our response, or the applicable IDR timeframe has expired, you may lodge an eligible complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent external dispute-resolution service. Phone 1800 931 678 or visit www.afca.org.au. Gold Protection Services Pty Ltd’s AFCA member ID is 123451. AFCA membership does not mean AFCA endorses the business or its services.
For questions about this information, contact AU MONEY GROUP.