Complaints
If you are dissatisfied with our services or products, we would like to hear about it. We take complaints management seriously and Rapid has a free Internal Disputes Resolution (IDR) process. We invite any customer that has a complaint to take advantage of the following process:
- A complaint can be made by emailing IDR@rapidloans.com.au informing us of your concerns. Alternatively, you can call 1300 660 531 and advise one of our staff that you wish to make a complaint or lodge a complaint via the complaints form on our website.
- We will send you an email acknowledging receipt of your complaint within 1 business day or as soon as practicable.
- A member of our IDR team may request further information or clarification from you to assist us to understand and resolve your complaint
- We will investigate your complaint thoroughly to determine the cause of the complaint. The investigation will be undertaken as objectively and quickly as possible. We will act honestly, fairly and reasonably in our attempts to understand your concerns and reach an appropriate resolution to your concerns.
- We will provide you with our final IDR response within the following maximum response timeframes:
- 30 calendar days for standard complaints
- 21 calendar days for complaints involving default notices
- 21 calendar days for complaints involving hardship notices or requests to postpone enforcement proceedings. Note that certain exceptions apply to this timeframe.
We will endeavour to respond quicker than the maximum timeframes where we can.
6. If you are not satisfied with the outcome of the IDR process, you may contact the Australian Financial Complaints Authority (the AFCA scheme), get legal advice, or apply to a Court. The AFCA Scheme is a free service established to provide you with an independent mechanism to resolve specific complaints that you are unable to resolve directly with us. The AFCA scheme can be contacted at the below details. We trust that such further action will not be necessary as we endeavour to resolve all complaints through our internal disputes resolution process.
How to Contact AFCA
Phone: 1800 931 678
Email: info@afca.org.au
Website: afca.org.au
Post: GPO Box 3, Melbourne, VIC 3001
In the first instance, please maintain contact with our IDR team:
- Email: IDR@rapidloans.com.au
- Phone: 1300 660 531
- Mail: PO Box 429, Miami Qld 4220
Accessibility support – at any time, you can inform Rapid Loans how you would prefer to be contacted and we will communicate with you via your preferred method of communication where possible.
If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can reach us through the National Relay Service (NRS). To use the NRS, you can register here (https://www.accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links)
TTY user, call 133 677 then request 1300 727 431
Voice Relay users, call 1300 555 727, then ask for 1300 727 431
Useful links that may assist
Internal dispute resolution tips | Australian Financial Complaints Authority