If you are not satisfied with our service please, let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint, you can do so through our internal dispute resolution process, which is designed to deal with complaints genuinely, efficiently, and effectively.
You can lodge a complaint by contacting our Complaints Officer by:
Phone: 1300 855 699
Email: complaints@oxygen.com.au
Complaints Officer,
Oxygen Home Loans,
Level 12,
92 Pitt Street
Sydney NSW 2000
The Complaints Officer has the necessary experience and authority to handle your complaint.
Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.
When we receive a complaint, we will do our best to resolve it promptly.
To help us do this, we ask that you provide:
1. All essential and relevant information, documents, written statements, and any other materials that may assist in resolving the complaint and...
2. Any additional information we may reasonably request.
We ask that you provide any information that we request within a reasonable time frame.
If you are not satisfied with our responseto your complaint or we do not reach agreement within the prescribed timeframe,which is 30 days for most complaints and 21 days for complaints involvinghardship, postponement of enforcement proceedings and default notices, you mayrefer the complaint to our external dispute resolution provider, the AustralianFinancial Complaints Authority (AFCA).
AFCA can be contacted by:
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
This is a free service that provides you with an independent mechanism to resolve certain complaints.