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LEGAL · COMPLAINTS / IDR

Complaints & dispute resolution

We want to know when we get things wrong. This is the formal pathway — but you can also just email support if it's minor.

Last updated · 2026-04-01 · Aligned with ASIC RG 271
Quick version.
Email complaints@cashlift.com.au with what went wrong and what you'd like us to do. We'll acknowledge within 1 business day and resolve within 30 days. If you're not satisfied, AFCA is free and independent.

1. Our internal dispute resolution (IDR)

Under ASIC Regulatory Guide 271, we maintain an internal dispute resolution process. Our commitment:

  • We will acknowledge your complaint in writing within 1 business day
  • We will provide a final response (resolution or reasoned decline) within 30 calendar days (or 21 days for hardship-specific complaints under NCCP s72)
  • We will nominate a specific case owner who will be your single point of contact
  • We will not charge you any fee to lodge or process a complaint

2. How to lodge a complaint

Choose any channel. Include your name, loan or application number (if applicable), what happened, and what outcome you're seeking.

  • Email — complaints@cashlift.com.au
  • Phone — 1300 000 002, Mon–Fri 9–17 AEST
  • Post — CashLift Pty Ltd, Attn: Complaints, PO Box 0000, Sydney NSW 2000
  • In-portal — from any loan page, select "Raise a complaint"

3. What we'll do

  1. Acknowledge within 1 business day, with your case number and case owner
  2. Investigate — review logs, call recordings (where available), policy versions in effect, decisions made
  3. Engage with you if we need more information or want to offer a resolution
  4. Final response within 30 days, in writing, with the decision and the reasons for it
  5. If we agree we got it wrong, we'll remediate — including refunds, fee waivers, and process changes

4. External dispute resolution — AFCA

If you are not satisfied with our final response, or if we don't respond within the required timeframe, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is free, independent, and binding on us.

AFCA CONTACT
1800 931 678 · afca.org.au · info@afca.org.au

AFCA can consider complaints up to the Australian Consumer Law small-amount dispute limit (currently $500,000 for credit disputes). You have 2 years from our final response to lodge with AFCA.

5. Free help and advocates

You don't need to complain alone. These services are free:

  • National Debt Helpline — 1800 007 007, ndh.org.au — financial counsellors
  • Legal Aid — legalaid.(your state).gov.au — free legal advice
  • Consumer Action Law Centre — 1800 466 477, consumeraction.org.au — specialist consumer lawyers
  • A friend, family member, or advocate of your choosing — we'll happily deal with someone acting on your behalf with your written authority

6. Our complaints register

We maintain an internal register of all complaints received. This is provided to Bacena (as ACL holder) and ASIC on request. The register captures trends we use to improve our product and processes.

7. If your complaint involves privacy

Privacy-specific complaints (e.g. handling of your personal information, credit reporting accuracy) are handled under our Privacy Policy. External escalation for privacy matters goes to the Office of the Australian Information Commissioner (OAIC), not AFCA — though AFCA can consider privacy matters that are part of a broader credit dispute.