Complaints Policy and Process.
Not happy? Here’s how to get help.
At Resimac, we’re committed to providing fair, respectful and high-quality service. If something hasn’t gone as expected, please let us know. We’ll listen, review what happened and do our best to make it right.Our complaints process
If we haven’t met your expectations, you can make a complaint free of charge.
1. Let us know
The more information you can give us upfront, the faster we can understand your concern and work towards a fair outcome.
We’ll need to know:
- Your name and contact details, unless you would prefer to make an anonymous complaint.
- What your complaint is about, including the product or service involved.
- What went wrong and what outcome you are looking for.
- Any supporting documents that may help us review your complaint.
How to Lodge a Complaint
Email: customercare@resimac.com.au
Telephone: 1300 764 447
Mailing Address: PO Box H284, Australia Square NSW 1215
We ask that you be available to communicate with us during the complaint process. We will be able to deal with your complaint more effectively if you are available to respond effectively to our information requests.
2. We’ll acknowledge your complaint
We will acknowledge your complaint within 24 hours of receiving it, or as soon as practicable. We may acknowledge your complaint verbally or in writing.
3. We’ll review and respond
We’ll assess the information you provide, investigate your concern and keep you informed as we work through your complaint. Our response timeframes depend on the type of complaint.
COMPLAINT TYPE / STAGE
TIMEFRAME
RESPONSE
We will acknowledge your complaint
Within 24 hours of receipt of your complaint or as soon as practicable
In writing or verbally
We will respond to your complaint relating to a default notice
Within 21 calendar days from receipt of your complaint
In writing
We will respond to your complaint relating to relating to hardship or requesting postponement of enforcement
Within 21 calendar days from receipt of your complaint
In writing
We will respond to your general complaint
Within 30 calendar days from receipt of your complaint
In writing
We will advise you of any delay and provide reasons for the delay
Within the maximum applicable timeframe for the type of complaint (as noted above)
In writing
If we are unable to resolve your complaint within the applicable timeframe, we will let you know, explain the reason for the delay and advise you of your options for escalating your complaint.
Need extra support?
We endeavor to respond to complaints as soon as possible and in any event, within the timeframes set out below.We want our complaints process to be accessible and easy to use. If you need help making a complaint, understanding the process or communicating with us, please call 1300 764 447 and a member of our team will assist you.
If you need translation or interpreter support, assistance due to a disability, or help from an authorised representative, advocate or support person, please let us know. We’ll work with you to meet your needs.
If you would like a phone interpreter, you can try ATIS on 1800 131 450.
If you’re not satisfied with our response
If you are not satisfied with our response, or we do not resolve your complaint within the required timeframe, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent dispute resolution services to eligible consumers and small businesses.
Website: www.afca.org.au
Email: info@afca.org.au
Mailing Address: GPO Box 3, Melbourne VIC 3000
Other ways to make a complaint
If we can’t resolve your complaint and it is not one that AFCA can consider, we will give you information about other options that may be available, including Small Business Ombudsmen or Commissioners, and (for eligible farmers) farm debt mediation.
If you believe Resimac has not followed the AFIA Code of practice you can contact us.
Your privacy
To investigate and resolve your complaint, we may need to collect and use personal information about you. We’ll only collect information that is reasonably necessary to manage your complaint and meet our legal and regulatory obligations. Your personal information will be handled in accordance with Resimac’s Privacy Policy.
Public Complaints Policy
Click to download the Public Complaints Policy below
To request a hard copy of this policy, please contact us
This Public Complaints Policy was last updated in July 2026.
How to Lodge a Complaint audio: