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Complaints

We treat every complaint as a valuable opportunity to improve. If something's not right, please tell us – we're committed to fair, reasonable, and ethical complaint handling.

What is a complaint?

A complaint is an expression of dissatisfaction about Billie's products, services, staff, or the way we have handled a matter, where you expect a response or resolution.

Special circumstances

We prioritise complaints involving financial hardship, domestic violence, or medical issues. If you need assistance with the complaint process itself, please contact our support team and we'll help you.

How to contact us

Complaints can be submitted by email. Please include:

  • Your full name and contact details
  • A description of the issue
  • Your preferred resolution
  • Any relevant documentation

Email your complaint to:
support@billie.loans

Resolution timeline

  • Initial acknowledgment within one business day
  • Final response target: 30 calendar days
  • Hardship and debt collection matters: 21 days
  • Complex cases will receive progress updates

Internal review

If you're not satisfied with the outcome, you may request escalation to a senior team member who was not involved in the original decision.

Further escalation

If you remain unsatisfied after our internal process, you may contact the Australian Financial Complaints Authority (AFCA):