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Complaint Resolution Process

About this policy

This policy sets out how we at Tyro will do our best to resolve any concern you have quickly and fairly.

How to lodge a complaint

Your feedback is important to us. If you have any concerns or would like to raise a complaint, you can contact us via:

How we will handle your complaint

We will do all that we can to process your complaint in a transparent and efficient manner.

We aim to acknowledge your complaint within one business day of receiving it, however, where this is not possible, we will acknowledge it as soon as practicable.

We will keep a record of your complaint.

We will do all that we can to resolve your complaint as quickly as possible. Where we can’t resolve the issue immediately, we will let you know:

  • when you can expect our response; and
  • the name and contact details of the person handling it.

We aim to address most issues within five business days, however, if we can’t do that, we will provide you with a final response within 30 calendar days after receiving your complaint. For credit related complaints involving default notices or hardship we provide you with a final response within 21 calendar days of receiving your compliant.

Where we are not able to resolve the issue and provide you with a final response within the timeframes above, we will let you know:

  • the reasons for the delay;
  • when we expect to provide you with a final response; and
  • the details of our external dispute resolution body, the Australian Financial Complaints Authority.

If you need additional help lodging a complaint

We take seriously our commitment to provide accessible services for our customers and ensuring our complaints process is easy to understand and use.

If you are Deaf and/or find it hard hearing or speaking with people, we can utilise the National Relay Service (NRS) to assist you. The NRS is available 24 Hours a day, every day.

We can also provide translator services for customers who prefer a language other than English. Our team can arrange for an interpreter to help you with your complaint should you prefer speaking in your preferred language, subject to availability of translator(s).

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA) for an external review. AFCA offers a free independent dispute resolution service to resolve complaints where that complaint falls within their terms of reference. You can contact AFCA via:

  • phone on 1800 931 678 (free call);
  • their online feedback form;
  • email at info@afca.org.au; or
  • mail to GPO Box 3, Melbourne VIC 3001.

Protecting your information

When you contact us we may record our phone conversation and take notes. Any information we might collect is subject to our Privacy Policy. If your complaint involves the privacy of your personal information and cannot be resolved by us or AFCA, you can lodge a complaint with the Office of the Australian Information Commissioner via: