Contact Us: Dispute Resolution

At Keystart, we aim to provide the best service for our customers. If you have a complaint, a compliment or a suggestion, we’d like to hear from you.

If you are unhappy with part of our service, Keystart has an Internal Dispute Resolution process in place to assist in solving your complaint.

To ensure we adequately address your concerns, we would prefer that your complaint is put in writing.

Mail:   The Complaints Manager
Keystart Home Loans
PO Box 6679,
East Perth,  WA  6892

Contact:
Phone:
Fax:  

The Complaints Manager
1300 578 278
(08) 9338 3151

Email:    .(JavaScript must be enabled to view this email address)
Online: Feedback form


If your problem cannot be resolved straight away, we will take the following steps:

  • Let you know who is handling your complaint
  • Keep you informed of what is happening on a regular basis
  • Strive to resolve your complaint within five working days

In the unlikely event that the matter cannot be resolved directly with Keystart, you can seek assistance from the Credit and Investments Ombudsman Ltd (CIO). 

The Credit Ombudsman will refer your complaint back to Keystart if you have not given us the opportunity to resolve the complaint.

CIO is a free and independent external dispute resolution service that considers complaints about financial service providers operating in Australia. CIO is approved by the Australian Securities and Investment Commission (ASIC) to investigate disputes and make decisions that are binding on the financial services provider. 

Keystart CIO Membership Number: 400192
   
CIO’s contact details are as follows: Credit and Investments Ombudsman Ltd.
PO Box A252
SYDNEY SOUTH  NSW  1235
Freecall: 1800 138 422   (mobile phone charges apply)
Phone: 02 9273 8455
Website:  www.cio.org.au
Email: .(JavaScript must be enabled to view this email address)