The length of a dispute process varies depending on the complexity of the dispute and how quickly the necessary information can be gathered. Here is a realistic guide to the timeframes involved at each stage.
Typical timeframes:
- Lodgement to acknowledgement: We acknowledge receipt of a dispute promptly, usually within one to two business days. Recovery activity is paused at this point.
- Initial investigation (straightforward disputes): For disputes where proof of payment or a clear factual issue is involved, the review can often be completed within three to five business days of receiving all necessary information.
- Investigation requiring creditor input (more complex disputes): Where we need to obtain account histories, contracts or other documents from the original creditor, the timeframe extends. Allow one to two weeks for a substantive response, though complex commercial disputes may take longer.
- Outcome in writing: Once the investigation is complete, we respond to you in writing without unnecessary delay.
What speeds up the process:
- A clear, specific dispute statement that focuses on the key issue.
- Relevant supporting documents included at the outset.
- Prompt responses to any information requests from us.
If you have not received an update within a week of lodging your dispute, you are welcome to follow up with us, quoting your reference number. We will tell you where things stand.
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