Our goal is to assist people in financial difficulty to resolve their debt obligations in a fair and supportive manner.  Any contact you have with any of our staff should be respectful and professional.

If you are not satisfied with the conduct of any of our staff and would like to lodge a complaint with us, you may do so by contacting our Internal Dispute Resolution (IDR) team. All correspondence should be addressed to:

The Internal Dispute Resolution Team
Mail: PO Box 33333 , Melbourne VIC 3004
Phone: (03) 9614 0644

If you remain unsatisfied with the response provided by the IDR team, you may contact them and request a review.  If your complaint relates to a debt that has been purchased or assigned to Coastal Mercantile Pty Ltd then you have the right to refer your complaint to Coastal Mercantile’s nominated External Dispute Resolution (EDR) scheme for independent review. Coastal Mercantile is a member of the Australian Financial Complaint Authority (AFCA Scheme).

AFCA Contact details are:

Phone: 1800 931 678
Mail: Australian Financial Complaint Authority (AFCA Scheme)
GPO Box 3
Melbourne VIC 3001

If you would like to lodge a complaint through our website, simply complete the form below and hit submit.