Complaints

If you have a complaint about your lease, your credit guide, or any dealings with us, please contact us so we can resolve it promptly and efficiently.

How do I lodge a complaint?

• By telephone: 1300 036 397
• By email: complaints.manager@carzie.com.au
• By letter to: Customer Feedback, Carzie, GPO Box 1185, Brisbane City QLD 4001

When contacting us, please advise if you require an interpreter or have any special needs, or require assistance with lodging a complaint.

Acknowledging your complaint

We will acknowledge your complaint within 1 business day of receiving it, or as soon as practicable.

Resolving your complaint

We aim to resolve your complaint as quickly as possible. In most cases, we will provide our final response within 30 calendar days of receiving your complaint.

Some complaints have shorter maximum timeframes under law, including:

• complaints about a decision to decline a hardship variation request, or about a default notice. We will respond to these within 21 calendar days.

If we are unable to provide our final response within the applicable timeframe, for example because your complaint is particularly complex or because of circumstances outside our control, we will write to you before that timeframe expires to explain the reason for the delay and advise you of your right to take your complaint to the Australian Financial Complaints Authority (AFCA) in the meantime.

When we provide our final response, if your complaint has not been resolved in your favour, we will explain the reasons for our decision and your rights, including your right to refer the matter to AFCA.

What if I am not happy with the decision?

If your complaint has gone through the Carzie complaints procedure and has not been resolved to your satisfaction, you have the right to take your complaint to an External Dispute Resolution (EDR) scheme. Carzie is a member of the Australian Financial Complaints Authority (AFCA), an independent EDR scheme approved by the Australian Securities and Investments Commission. Our AFCA membership number is 43724.

AFCA can be contacted:

• by free call on 1800 931 678 (9.00am to 5.00pm, Monday to Friday, Sydney time);
• by email to info@afca.org.au;
• by submitting your complaint online at www.afca.org.au; or
• by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

Last reviewed June 2026.

Carzie Australia Pty Ltd is proudly part of Alpha Finance.

Carzie Australia Pty Ltd, Australian Credit Representative No. 573586, is an authorised representative of Alpha Car Finance Pty Ltd, Australian Credit Licence 411447.

ABN 48 688 516 289. AFCA member 43724.

Postal address: GPO Box 1185, Brisbane City QLD 4001.