COMPLAINTS
Complaints and feedback
We take complaints seriously. Here is how to raise a concern, how we will handle it, and where to go if you are not satisfied.
Who handles your complaint
Complaints about Monfina Pty Ltd financial services: Complaints about financial services provided by Monfina Pty Ltd (AFSL 512986) should be made to Monfina using the contacts below. Unresolved eligible complaints may be taken to AFCA under Monfina’s membership.
Monfina Payments: Monfina Payments Pty Ltd (ABN 51 674 639 313 · ACN 674 639 313) is a corporate authorised representative of Monfina (AFSL 512986). Complaints about AFSL financial services (including specified financial services provided by Monfina Payments as a Corporate Authorised Representative) and about remittance services provided by Monfina Payments can use the contacts below. Unresolved eligible complaints may go to AFCA: Monfina membership number 67592.
How to contact us
- Phone: 1300 907 502 or +61 2 9160 1976
- Email: [email protected]
- Post: Attention Complaints Officer,
Level 8, 99 Walker Street
North Sydney NSW 2060
Please include your name, preferred contact method, what happened, and how you would like it resolved.
Our process
We aim to resolve complaints as quickly as we can. We acknowledge complaints promptly, generally within 24 hours or one business day of receiving them, or as soon as practicable, verbally or in writing, having regard to how you contacted us and any communication preferences you tell us about. We provide a written IDR response within 30 calendar days of receiving your complaint, unless a different maximum timeframe applies under ASIC RG 271. If we cannot provide an IDR response within that timeframe because the complaint is particularly complex and/or circumstances beyond our control are causing delay, we will write to you before the timeframe expires (an IDR delay notification) explaining the reasons for the delay, your right to complain to AFCA, and AFCA’s contact details. If we close your complaint within five business days of receiving it because it has been resolved to your satisfaction, or we have given an explanation and/or apology where we can take no further action to reasonably address the complaint, a written IDR response is generally not required under RG 271 (subject to the exceptions in RG 271).
Our written IDR response will tell you the final outcome of your complaint at IDR, your right to take the matter to AFCA if you are not satisfied, and AFCA’s contact details.
Australian Financial Complaints Authority (AFCA)
If you are not satisfied with our response, you may escalate to AFCA. AFCA is free for eligible consumers and small businesses.
- Web: www.afca.org.au
- Phone: 1800 931 678
- Email: [email protected]
- Mail: GPO Box 3, Melbourne VIC 3001
- Quote Monfina AFCA membership number: 67592
Related: Privacy Policy · Financial Services Guide
COMPLAINTS FAQ
Common questions about complaints
Can I complain about Monfina and Monfina Payments the same way?
Yes. Use the contacts on this page for both Monfina and Monfina Payments. Unresolved eligible complaints may go to AFCA: Monfina membership number 67592.
Does it cost anything to complain?
No. Our internal complaints process is free, and lodging a complaint with the Australian Financial Complaints Authority is free for eligible consumers and small businesses.
How long do you have to respond?
We aim to resolve complaints as quickly as we can. We acknowledge complaints promptly, generally within 24 hours or one business day, or as soon as practicable, verbally or in writing, having regard to your preferred contact method. We provide a written IDR response within 30 calendar days, unless a different RG 271 timeframe applies or we send an IDR delay notification before that timeframe expires. A written IDR response is generally not required if the complaint is closed within five business days because it is resolved to your satisfaction or we can take no further reasonable action (subject to RG 271 exceptions).
What if I am not satisfied with your response?
You can take the complaint to the Australian Financial Complaints Authority (AFCA), an independent, ASIC-approved external dispute resolution scheme. Monfina is an AFCA member (membership number 67592). AFCA is free for eligible complainants, and its decisions bind us if you accept them. See our Complaints page.
What if you do not respond within 30 days?
You do not have to wait any longer than the applicable IDR timeframe. If we have not provided an IDR response within 30 calendar days (and have not sent an IDR delay notification explaining a permitted delay under RG 271), you can take your complaint to AFCA. Even if we send a delay notification, you may still complain to AFCA.
My complaint is about privacy, not a transaction.
Raise it with us the same way at [email protected], and mark it for the attention of our Privacy Officer. If you are not satisfied with how we handle it, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. See also our Privacy Policy.
Is there a time limit for going to AFCA?
Yes. Time limits apply and they depend on the type of complaint, so you should act promptly. AFCA sets out the limits that apply to its jurisdiction on its website (afca.org.au).