Feedback and Complaints
Your voice matters to us. At Gusto Money, we are committed to providing you with the best possible service. If our service has exceeded your expectations, we would love to hear about your positive experience.
We also know that sometimes things don’t go as planned. If you have any feedback or a complaint, please let us know so we can improve and make things right.
How to Lodge a Complaint
If you have a concern or wish to lodge a complaint, please contact our Resolutions Team using the details below. We do not charge a fee for handling complaints.
- Phone:
- Email: feedback@gustomoney.com.au
- Mail: 1130 Kingsford Smith Dr, Eagle Farm QLD 4009
You can also submit your feedback or complaint using the form on this page.
Dispute Resolution Process
Once we receive your complaint, we will send you an acknowledgment. Our internal dispute resolution (IDR) procedures are designed to achieve a fair and reasonable outcome.
If your complaint is resolved within five business days, it will not need to go through our formal IDR process.
For all other complaints, we will provide you with a final written response within 30 calendar days.
For urgent complaints, such as those concerning default notices or hardship applications, we will provide a final response within 21 calendar days.
In situations where we are unable to resolve your complaint because it relates to a third party (like a broker or dealership), we may advise you to contact that party directly.
If we cannot provide a final response within these timeframes, we will inform you of the reason for the delay and your right to refer the matter to the Australian Financial Complaints Authority (AFCA).
Final Resolution
Our final written response will include a clear explanation of the factors we considered in reaching our decision, addressing the specific issues you raised.
Our response may also reference relevant legislation or industry standards.
To help us improve and meet our reporting obligations, we will keep a record of your complaint, including the type, specific issues, your desired outcome, the final outcome, and the time it took to resolve.
External Dispute Resolution (EDR)
As a member of the Australian Financial Complaints Authority (AFCA), Gusto Money is committed to external review. If you are not satisfied with our final response, you can contact AFCA for a free and independent review of your complaint.
Australian Financial Complaints Authority (AFCA)
Freecall: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne, VIC 3001
Website: www.afca.org.au