Complaints

Our staff will take the time to listen to your concerns and will seek to understand the full unique circumstances of your complaint and will act fairly, honestly, reasonably, and consistent when handling your complaint. 

Keystart will treat any information you provide us about your circumstances with sensitivity and respect. If your complaint is urgent or you’ve let us know you’re experiencing challenging circumstances, Keystart will make every effort to prioritise your complaint.  

We’ll aim to resolve your complaint at the first point of contact. If we can’t resolve your complaint straight away or we can’t deal with all or part of your complaint, we’ll let you know as soon as possible. We’re committed to making the complaints process as easy and accessible as it can be for you. We’ll use plain English and consider any communication or accessibility assistance that you may need.

Keystart will investigate your complaint thoroughly and make a genuine attempt to resolve your complaint. If we agree that Keystart hasn’t acted fairly and need to do something to put things right, we’ll ensure that the resolution is implemented without unnecessary delay. Where we can’t agree that Keystart has made an error or acted unfairly, we’ll explain the reasons why clearly to you. 

Keystart is committed to learning from the complaints we receive and is dedicated to continuous improvement and delivering better value for our customers. 

How to make a complaint

Keystart has an internal dispute resolution process in place to assist in solving your complaint. You can contact us via:

You can appoint someone (must be 18 years or older) to manage your complaint on your behalf, for example, a friend or family member, a legal or accredited representative, or financial counsellor. 

Generally, we’ll talk to your representative if you authorise us to do so but, in some instances, we may need to get more information (such as their accreditation) from them first.

Accessibility support

Our job is to make this process accessible for everyone. You can contact us using the following accessibility services.

For people who are deaf, hard of hearing or have a speech impairment.

• TTY - type telephone service call 133 677 then ask for 1300 578 278
• SMS relay - text 0423 677 677. For more information, visit the National Relay Service. You'll need to register with the NRS before using their service.
• Voice relay - call 1300 555 727 then ask for 1300 578 278

We’ll then try to resolve it within 30 days or 21 days depending on your complaint.

For standard complaints, Keystart will provide a response to your complaint no later than 30 calendar days after receiving your complaint. 

For credit related complaints involving default notices, hardship notices or requests to postpone enforcement proceedings, Keystart will provide a response to your complaint no later than 21 calendar days from after receiving your complaint. 

If you feel we have missed something or if any of the details we have used to reach our conclusions are incorrect, please contact us so that we can continue to help you.

If you’re not satisfied with our response to your complaint, or if we haven’t resolved it within the required timeframe, you can make a complaint to AFCA.

AFCA provides a free and independent service. You can find out more about AFCA and contact them using the below details.