Complaints Policy

Our consumers are at the heart of our business, and we’re committed to giving them the highest quality service we can. Therefore, if you’re not happy with our service, let us know so we can put things right.

How to contact us to make a complaint

We have established complaint resolution procedures that aim to deal with complaints quickly and fairly.  

Please send us your account details, a description of your complaint and what outcome are you looking for to resolve it, and any other relevant information. 

Alternatively, you can have a representative of yours contact us on your behalf to assist. 

In writing to:   Customer Inquiries & Complaints
                               Level 12, 77 Castlereagh Street
                               Sydney 2000 NSW
By email:  complaints@homestarfinance.com.au
By telephone: 1300 767 023 

How long will it take?

Our aim is to resolve your complaint within 5 business days, however, where possible we will resolve your complaint on the spot. If we need some additional time, we will let you know. 

We’ll try our best to resolve your complaint as quickly as possible and we’ll send you our final response within the timelines outlined in the table.  

If in exceptional circumstances we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.  

If you’re unhappy with the progress of your complaint at this point, you can refer it to the Australian Financial Complaints Authority.  

Customer Request  Information  Maximum timeframe 
Dispute involving Hardship Notice, Default Notice, Enforcement Proceedings and Request for postponement of Enforcement Proceedings   if Homestar does not require further information from the complainant.  21 days after the day of receiving the hardship notice.  
if Homestar requires the complainant to provide further information and it does not receive any information in compliance with the requirement.  28 days after the day the request for further information was made by Homestar. 
if Homestar requires the complainant to provide further information and it receives the information in compliance with the requirement.  21 days after the day of receiving the further information (which would be a maximum of 63 days from the date that the complaint has been received). 
For all other disputes   A final response must be provided with respect of the complaint.  30 days after the day of receiving the complaint 

Where to go if you’re still not happy?

If you’re unhappy with our final response or the progress of your complaint, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an externally managed complaints resolution scheme, of which Homestar is member. You may contact AFCA at:  

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia   

Phone:    1800 931 678
Email:     info@afca.org.au
Website: www.afca.org.au

 

Some questions you might have

Is there a time limit on making complaints?

For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve.  

Is there a cost involved in making a complaint?

No. Our complaint resolution procedure is provided free of charge to you.

In need of additional support?

We provide additional support for people in vulnerable circumstances such as family violence, financial abuse, illness, assistance with language communication or people who need additional support.  

Are you facing Financial Hardship?

If you are facing financial hardship, we can help you in a number of ways. 

Will the information I provide be kept confidential?

Yes.  It is protected by the same confidentiality and privacy standards that protect all of your personal information provided to and held by us. We take your privacy entitlements seriously and our privacy policy explains the measures we put in place to ensure the confidentiality, accuracy and security of your personal information. You can find Homestar’s privacy policy at https://homestarfinance.com.au/privacy-policy/

Can someone else make a complaint on my behalf?

Yes.  However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf. 

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