Complaints Guide
We are committed to providing outstanding service. If our service does not meet expectations, we encourage you to let us know so we can address your concerns promptly and effectively.
We view feedback and complaints as valuable opportunities to improve our services and operations. This guide outlines how you can raise a concern, the steps we take to address complaints, and your options if you are not satisfied with the outcome.
What is a complaint?
A complaint is an expression of dissatisfaction made to or about Billie, relating to our products, services, staff, or the way we have handled a matter, where a response or resolution is explicitly or implicitly expected.
Urgent complaints and vulnerability
If your complaint relates to financial hardship, domestic or family violence, a medical issue, or another situation that makes it difficult for you to engage with us, please tell us in your email so we can prioritise the matter and provide appropriate support.
If you need help lodging a complaint or communicating with us, email billie+complaints@billie.loans and tell us what you need.
Our complaints process is free. We will make reasonable adjustments where needed so you can communicate with us in a way that works for you.
Contacting us
If you have a concern or wish to lodge a complaint, you can reach us by email. If you raise a concern through another Billie support channel, we will identify and handle it as a complaint where a response or resolution is expected.
To assist us in resolving your complaint efficiently, please include:
- Your full name and contact information
- A description of the issue, along with your preferred resolution
- Any relevant documents or additional details
Our complaints handling process
We aim to resolve all complaints as quickly as possible, and in many cases within five business days. If the issue is more complex or requires additional information, we will inform you of any delays and provide updates.
When you submit a complaint, our process is as follows:
- Acknowledgment: We will confirm receipt of your complaint within one business day, or as soon as practicable if circumstances outside our control prevent that.
- Case assignment: We will provide the contact details of the team member handling your case.
- Resolution efforts: We will work with you to resolve the matter promptly.
- Updates: You will receive progress updates as necessary.
- Final response: We aim to provide a final response within 30 calendar days, or within 21 calendar days for concerns involving financial hardship or debt collection. If we are unable to meet these timeframes, we will explain why and provide an expected response date.
We are committed to acting fairly, reasonably, and ethically in handling complaints. Throughout the investigation, we may request further information to ensure a comprehensive review.
We will handle information you provide in connection with a complaint in accordance with our Privacy Policy. We use this information to assess, investigate and respond to your complaint, and to improve our products and services.
What our final response includes
Our final response will explain the outcome of your complaint, the reasons for our decision, any remedy or action we will take, and your internal review options if you remain dissatisfied.
If you are not satisfied with our response
If you are not satisfied with our final response, you can request an internal review by replying to our email and asking for your complaint to be escalated for review by a senior team member who was not primarily responsible for the original decision, where practical. We will confirm receipt of your request and aim to provide the outcome of the internal review as soon as reasonably practicable.
Nothing in this guide limits any rights or remedies you may have under Australian Consumer Law or other applicable laws.
Frequently asked questions
Is there a time limit on making a complaint?
Some complaints may be subject to time limits depending on the nature of the issue. Promptly notifying us of any issues allows for quicker resolution, especially for concerns involving financial difficulty.
Will the information I provide be kept confidential?
We handle the information you provide in connection with a complaint in accordance with our Privacy Policy and confidentiality standards.
Can someone else make a complaint on my behalf?
Yes. You may authorise someone to act on your behalf. We may require written consent and may take steps to verify your identity and the representative's authority before discussing your complaint.