We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our customer service excellence.

A copy of our Complaints and Feedback Policy is available here.

How to lodge a complaint

Phone: 1300 328 186
Email: [email protected]
Post: Level 21, 360 Elizabeth St, Melbourne VIC 3000

How long does it take?

When responding to complaints, we will endeavour to acknowledge your complaint:

• via telephone: immediately.

• in writing (either email or letter): within 1 business day of receipt.

All complaints require, to a greater or lesser degree, an investigation to determine what has happened and an appropriate course of action. If we cannot resolve your complaint at first point of contact, we will endeavour to, where possible, resolve complaints within 30 calendar days after receipt of the complaint.

We aim to provide you with a final response no later than:

• if the complaint relates to financial hardship or debt collection, 21 calendar days. If we do not have sufficient information to make a decision about the complaint, we will request any further information required within 21 calendar days of receiving the complaint; or

• for other complaints, 30 calendar days after receipt of the complaint.

If a response cannot be provided within the above timeframes due to extenuating circumstances (for example, because we are waiting for further information from a third party) we will notify you of the delay, including the reasons for the delay.

Interpreter services

If you need to talk to us and have difficulty speaking or understanding English, call the Telephone Interpreter Service (TIS) on 131 450 and ask them to call Oly on 1300 328 186, between 9am and 5pm (AEST). TIS provides a service with over 100 languages.

You may nominate a representative to lodge a complaint and liaise with MMS on your behalf using this form. Alternatively, you can provide your own authorisation form provided it is from an appropriate authority (for example, a financial counsellor).

Taking your complaint outside Oly

Customer Advocate
The Customer Advocate maintains independence from Oly's business operations and works for the McMillan Shakespeare Group, Oly’s parent company.

This service is easy to access and free of charge to you.

The Customer Advocate can assist you with resolving your complaints by representing your interests and ensuring that our complaint resolution process is fair and easy for you to navigate. The Customer Advocate can also engage on your behalf in respect of your complaint and provide referrals to you for other related support services.

You can escalate your complaint to the Customer Advocate after an Internal Dispute Resolution (IDR) response is issued, or if you are not satisfied with how your complaint is being handled at IDR. If you choose to raise the complaint with the Customer Advocate, this will not affect your rights to contact the Australian Financial Complaints Authority (AFCA) if you are unsatisfied at any time during our complaints resolution process.

You can ask the staff member assigned to your case to refer your case directly to the Customer Advocate.

You can also contact the Customer Advocate directly on:

Phone: (03) 9097 3550 or Toll Free 1300 649 515

Email: [email protected]

Post: Customer Advocate, McMillan Shakespeare Group, Locked Bag 18, Collins Street East, Melbourne VIC 8003

Privacy of information

Oly takes privacy of your personal information very seriously. You can view our privacy policy online.