This guide helps with
- Understand your options when you disagree with a dispute outcome
- Ask for the reasons behind the decision in writing
- Make a formal complaint if you are still not satisfied
- Use external dispute resolution if needed
- Know where to get free, independent advice
5 min
What's happening
Your dispute was looked into, but you do not agree with the outcome. That is not the end of the road — you can ask for the reasons, provide anything that was missed, make a formal complaint, and, if it still cannot be resolved, take the matter to free external dispute resolution.
This is general information, not legal advice. Given what is at stake, it is wise to get independent advice as well.
What to do
Write to us asking for the reasons for the outcome and the evidence it was based on. If you have new information, provide it and ask for the dispute to be reconsidered. If you are still not satisfied, ask how to make a formal complaint, and keep a record of each step.
Step by step
- Note your reference and the outcome you were given.
- Write to us asking for the reasons and the evidence behind the decision.
- Provide any new information and ask for the dispute to be reconsidered.
- If you remain unsatisfied, ask how to lodge a formal complaint.
- If the complaint does not resolve it, take it to external dispute resolution.
- Keep dated copies of everything throughout.
Who to contact
Ask for reasons and lodge a complaint through the contact page. For free, independent advice, call the National Debt Helpline on 1800 007 007. If the complaint cannot be resolved with us, an external dispute resolution scheme such as AFCA may be able to consider it at no cost to you.
Good to know
- Disagreeing with an outcome is not the end — you can ask for reasons and escalate
- Provide any new information and ask for the dispute to be reconsidered
- Make a formal complaint, then use external dispute resolution if needed
- Free, independent advice is available throughout
FAQ
Can I ask why my dispute was rejected?
Yes. Ask in writing for the reasons and the evidence the decision was based on, so you can decide whether to provide more information or escalate.
What if I have new evidence?
Send it and ask for the dispute to be reconsidered. New, relevant information can change an outcome, so it is worth providing as soon as you have it.
When can I go to external dispute resolution?
Usually after you have tried to resolve it with us, including a formal complaint. A scheme such as AFCA can then consider it independently and free of charge.
Still stuck? Our team is happy to help you sort it out.