Yes. If you have raised a dispute with Merion and are not satisfied with how it has been handled internally — including if you disagree with the outcome — you have the right to seek an independent external review.
Internal escalation first: Before going external, you can ask that your dispute be escalated within Merion — for example, to a senior team member. Explain clearly why you are dissatisfied with the initial response and what outcome you are seeking.
External review options:
- AFCA (Australian Financial Complaints Authority) — if the debt relates to a financial product or service, AFCA provides free, binding external dispute resolution. afca.org.au
- ACCC and ASIC — the joint regulators of the debt collection guideline. Complaints about collection conduct can be lodged with either body.
- OAIC (Office of the Australian Information Commissioner) — if your complaint relates to how your personal information has been handled.
- State consumer affairs offices — some states have consumer protection offices that can assist with debt collection complaints.
- Community legal centres — free legal advice about whether you have grounds for a complaint and how to pursue it effectively.
We cooperate fully with any external review and will provide relevant information to the reviewing body. Contact us if you need the referral details for any of these organisations.
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