Client Resolutions and Compliments

Information for Clients who have a concern, complaint or simply would like to acknowledge a team member

At MyBudget, we aim to provide you with world-class service every time. We know that occasionally things may not go as planned. When issues occur, we’re here to address them promptly and effectively. We also want to ensure that our staff get praised when things go well, so we want to provide an easy platform for you to let us know about great service.

Our commitment to resolving complaints extends past fixing the immediate problem; we’re also dedicated to learning from these experiences to continuously improve our service and prevent similar issues in the future. Your satisfaction is paramount, and we’ll work tirelessly to ensure it.

We truly value your feedback at MyBudget. If you’re ever dissatisfied with our services, please let us know. We see your concerns as valuable insights that help us improve and ensure your satisfaction. It’s our chance to make things right and rebuild any lost trust

Our staff are dedicated to facilitating your complaint. They’re trained to assist and support you through the process. Please let us know if you need additional assistance, and we will accommodate you as best we can.

When you raise a complaint with us, we will ensure your concerns are treated with respect and fair consideration. We take any concerns seriously and will work with you to understand your concerns to ensure a fair and reasonable resolution.

Our Commitment to Client Resolutions

When you make a complaint to us, we will:

• Acknowledge we have received your complaint;

• Work with you to try and resolve your complaint as soon as possible;
• Keep you informed of our investigation progress; and
• Provide you with our final response within 30 days or as required by law.

Resolving complaints:

• We will try to provide you with a resolution within 5 business days. If your complaint is complex, more time may be required.
• We will act fairly and reasonably when resolving your concerns. We will be consistent and ethical in our approach to a resolution. To provide you with a resolution, we will investigate our service, your actions, and the terms of your MyBudget Agreement.
• To assist you with a resolution, we may require you to provide further information.

Making a Complaint guide

Our Making a Complaint guide is available in Easy Read format. This presents important information in a way that is easy to understand. We value all client complaints and therefore have created this guide to include people who may need some help understanding our complaint policy. This may include people with a disability, people who use English as a second language or people who have difficulty reading.

Download the Making a Complaint guide in Easy Read format.

You can raise your concerns or a complaint by calling 1300 300 922, or via a secure web message sent through the client web portal or MyBudget app. Additionally, you can write to us at:

MyBudget Pty Ltd

122 Frome Street

Adelaide SA 5000

Making a Complaint

To aid us in resolving your concerns as soon as possible, we would appreciate it if you provide us with some information when you make a complaint:

• the details of your experience which gave rise to your complaint;
• what the resolution you are seeking is; and
• any documents or information you consider relevant.

Submit a complaint

Giving a Compliment

We also know how important recognising great service is. If you would like to recognise a team member who has provided great service please fill out the below form.

Give a compliment

Submit feedback securely

Use the official MyBudget complaints form to submit a complaint or compliment. Supporting documents can be provided to MyBudget after the initial request.

Available Support

We understand finances can be a cause of stress and we are here to help. If you are feeling overwhelmed, we recommend reaching out to some of these amazing organisations that specialise in providing support when you need it most.

Lifeline

Phone: 13 11 14

24 hours a day. 7 days a week.

Online chat available via the website.

Beyond Blue

Available 24/7 to call and talk to a counsellor on 1300 224 636

Or visit beyondblue.org.au/getsupport to chat with a counsellor online

1800 RESPECT

Phone: 1800 737 732

24 hours a day. 7 days a week.

Online chat available via the website.

If you need information, counselling and/or support for Domestic Violence (including putting together a safety plan).

13YARN

Phone: 13 92 76

24 hours a day. 7 days a week.

National crisis support line for mob who are feeling overwhelmed or having difficulty coping. Confidential one-on-one yarning with a Lifeline-trained Aboriginal & Torres Strait Islander Crisis Supporter.

Elder Abuse Helpline

Phone: 1300 651 192

Mon – Fri 9 am to 5 pm

MensLine Australia

Phone: 1300 789 978

24 hours a day. 7 days a week.

Online chat available via the website.

Family Drug Support Line

Phone: 1300 368 186

24 hours a day. 7 days a week.

Gambling Help Online

National Gambling Helpline

Phone: 1800 858 858

24 hours a day. 7 days a week.

Online chat available via the website.

What if you remain unsatisfied:

If you do not agree with our decision or handling of your complaint, you can contact the AFCA scheme at:

Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne, VIC 3001

E: info@afca.org.au

Ph: 1800 931 678

W: www.afca.org.au

AFCA is an external dispute resolution scheme that can review your complaint against MyBudget if it falls within its Rules. You should contact AFCA for details about its Rules.