Complaints Policy

Emu MoneyEmu Money


We (Emu Money Pty Ltd (ABN 99 669 524 805) Authorised Credit Representative Number #550974 of Access Lending Group Pty Ltd (ABN 70 648 921 957) ACL #531308) are committed to providing all our customers with excellent service. However, if you or any customer believes we have not adequately met our obligations, or you have a complaint about any of our services; we encourage you to let us know so we can resolve to your satisfaction.

What is a complaint?

A complaint is defined in AS/NZS 10002:2014 and ratified by ASIC as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or legally required.”

Any person who is dissatisfied with our service, for any reason, may contact us to complain. Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our customers, this policy does not apply to feedback of this nature.

How to lodge a complaint

If you have a complaint to make and you have not been able to resolve it to your satisfaction with the staff member involved, we encourage you to let our Complaints Officer know via any of the following contact points:

When making a complaint, please provide the following information:

Extra assistance

Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer now. We will then attempt to rectify any such challenge.

Our internal resolution processes

Upon receiving a complaint in writing, our Complaints Officer will attempt to contact the complainant within a maximum 24 hours, using the same medium that complaint was received or in a manner requested by complainant. This initial contact will be to at least acknowledge receipt of the complaint and our intent to investigate and resolve asap.

Subsequently, our Complaints Officer will proactively and respectfully address the matter directly with the complainant with an intent to resolve within 5 business days. Sometimes this will not be possible, but in all circumstances, we will formally respond in writing within a regulatory maximum of 30 calendar days from when the complaint was first received.

Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business days, our Complaints Officer will put in writing the following details to the complainant:

External Dispute Resolution

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 101157.

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows: