Complaints
How to raise a complaint with PMI and escalate to AFCA if needed.
Draft version for review. Final legal wording will be added before the site goes live.
We aim to provide a great service, but if something goes wrong we want to hear about it and put it right. There are two stages: our internal process first, and external dispute resolution if you need it.
Internal dispute resolution (IDR)
If you have a complaint about our credit assistance, contact us at info@pmipty.com.au or 02 9152 8676. Let us know what happened and how you'd like it resolved. We will acknowledge your complaint promptly and work to resolve it as quickly as we can, within the maximum timeframes required under ASIC's requirements (generally within 30 days for most complaints).
External dispute resolution (AFCA)
If you are not satisfied with our response, or we haven't resolved your complaint within the required time, you can refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service.
You can contact AFCA at afca.org.au.
This draft will be reviewed and finalised with our licensee before the site goes live, including our AFCA membership number and complaint-handling timeframes.