We want to hear from you. If something's gone wrong, tell us and we'll investigate quickly and fairly. Below is how to contact us, what helps us resolve your concern faster, what you can expect from us, and how to escalate if you remain unhappy.
- How to contact us
Choose the method that's easiest for you.
Email (fastest): complaints@autoswift.com.au
Call: 1300 894 686 (9:00am - 5:00pm, Monday to Friday (AEST) )
Mail: PO Box 2269 Sydney NSW 2001
- What to include (this helps us act fast)
Please include:
● Your full name and best contact details (email & phone)
● Your application / loan reference number (if you have one)
● A short description of the problem and the outcome you want
● Any supporting documents (screenshots, statements, letters)
- What happens next - our commitment to you
1. Acknowledgement: we will confirm receipt within 1 business day and tell you who's handling the matter.
2. Initial assessment: we may ask for additional information to investigate.
3. Investigation & interim updates: if we can't resolve the complaint quickly, we'll send an interim update explaining next steps.
4. Final outcome: we aim to resolve complaints within 21 calendar days. If we need longer, we'll tell you why and give a new timeframe.
We'll record each complaint, the steps taken and the outcome. If we offer a remedy, we'll explain it in writing.
- Hardship & time-sensitive matters
If your complaint relates to financial difficulty, please tell us up front. We will prioritise hardship-related complaints and discuss temporary relief or repayment options where appropriate.
- If you're not satisfied with our response
If, after our internal review, you are still not satisfied you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is independent, free for consumers and can consider disputes that remain unresolved.
AFCA contact details
● Phone: 1800 931 678
● Postal: GPO Box 3, Melbourne VIC 3001
● Web: https://www.afca.org.au
● Email: info@afca.org.au
If your complaint concerns privacy, you may also contact the Office of the Australian Information Commissioner (OAIC).
OAIC contact details
● Phone: 1300 363 992
● Postal: GPO Box 5288, Sydney NSW 2001
● Web: https://www.oaic.gov.au
● Email: enquiries@oaic.gov.au